The Art of Listening: Lessons from HR and Sales
Listening is one of those skills that sounds simple, but in practice, it can transform the way you work, collaborate, and communicate. During my internship and part-time roles, I’ve learned that listening isn’t just polite, it’s essential for building trust, understanding needs, and delivering results. Here’s how it’s shaped my experience in HR and sales.
Listening in Human Resources: Building Relationships Beyond Paperwork
During my HR internship, most of my tasks were organizational, filing paperwork, keeping I-9s in order, and making sure employee information in our systems was accurate. But I quickly realized that the real lessons were happening outside the paperwork. I really enjoyed the conversations with my coworkers, and they quickly became one of the most valuable parts of the internship.
My coworkers were always eager to help me, whether it was giving advice on my résumé or sharing stories from their early careers. I also noticed how, in their roles as HR managers, they constantly bounced ideas off one another. Many of the challenges they faced didn’t have a clear playbook, so they relied on collaboration and shared problem-solving. A lot of the issues were unique scenarios or situations so unusual that you couldn’t prepare for them. One example I saw was when an employee violated a rule that had never been clearly addressed before. It wasn’t anything major, more of a gray area where the policy didn’t spell out exactly what should happen. Instead of rushing to punish or ignore it, the HR team gathered to talk it through. Some argued that the employee needed a warning, others pointed out that the company hadn’t properly communicated expectations, and another suggested that the rule was heavily implied and should have been known. Sitting in on that conversation showed me how much HR relies on listening and collaboration in situations where there isn’t a black-and-white answer. By hearing everyone’s perspective, they came to a decision that was both fair to the employee and consistent with company values.
Another thing I noticed during my internship was how much listening connected to emotional intelligence in HR. Policies and procedures are important, but they don’t cover every challenge employees face. HR professionals often step into situations where people are stressed, uncertain, or even frustrated, and the way they listen can make the difference between an employee feeling dismissed or supported. Emotional intelligence, being able to recognize, understand, and respond to the emotions of others, was something I saw in action daily and realized how important it is to have good emotional intelligence. My coworkers didn’t just hear what people were saying, they paid attention to tone, body language, and unspoken concerns. That ability to listen with empathy helped them find solutions that respected both the employee’s needs and the company’s policies.
Listening also helped me build personal connections with my coworkers outside of the strictly “work” conversations. By paying attention to their stories, hobbies, and even small day-to-day details, I found common ground with them, whether it was talking about sports, favorite restaurants in town, or the challenges of starting out in a new career. Those little moments of listening and finding shared experiences made me feel like part of the team instead of just an intern passing through. What surprised me most was how those relationships eventually led me to conversations with the owner of the company. Because my coworkers spoke highly of me and encouraged me to introduce myself, I was able to sit down with him and talk about my interests, career goals, and what I had learned during the internship. That single conversation ended up opening the door to future job opportunities. Looking back, I realize that would not have happened if I hadn’t first taken the time to really listen to the people around me and show that I valued what they had to share.
Listening in Sales: More than a Pitch
Listening has also been crucial in my work selling advertisements for our school newspaper, The Lanthorn, to local small businesses. Each business has unique goals, and my job isn’t just to sell ad space, it’s to understand what they actually need. Before I suggest any product, I start by asking questions: Who are you trying to reach? What kind of message do you want to share with students? Does advertising to students even make sense for your business? Listening carefully to their answers allows me to tailor my approach and make recommendations that fit their needs.
One example that stands out is when I worked with a business that primarily operated online. At first glance, I could have tried to sell them one of our print ads, but after listening to their priorities, it was clear that reaching students digitally would make much more sense for their brand. They cared about driving traffic to their website, not necessarily getting students to visit a physical storefront. Because I paid attention to what they said, I recommended our online advertising options instead. That decision not only made the business feel understood, but it also built trust. They could see I wasn’t just trying to push a sale, I was trying to help them succeed.
On the other hand, I also learned the value of knowing when not to sell. Some businesses simply aren’t interested in advertising to students, and by listening, I could tell when that was the case. Instead of wasting their time (and mine) by pushing a product that didn’t align with their goals, I let the conversation end respectfully. This approach may not have led to an immediate sale, but it often left the door open for future opportunities.
I’ve also seen what happens when salespeople don’t listen. A business owner once shared with me that another advertiser had pitched them on a product that made no sense for their needs. They walked away frustrated, feeling like they weren’t being heard. That experience reminded me that listening is what separates a “sales pitch” from a real conversation. By focusing on the client’s goals instead of my own, I’ve been able to create stronger relationships and deliver advertising solutions that feel like a win for both sides.
The Bigger Lesson: Listening is Active
Across HR and sales, the same lesson keeps coming up: listening is not passive. It’s about paying attention to the people around you, understanding their perspectives, and responding thoughtfully. Whether you’re solving unique problems or helping clients achieve their goals, listening allows you to build trust, foster collaboration, and deliver real results.
No matter what field you’re in, taking the time to listen can make all the difference, and it’s a skill I know I’ll carry with me into any future career.
Rachel Speare is a senior at Grand Valley State University studying Advertising, Public Relations, and Marketing. She currently serves as an Account Associate for Grand PR, works as an Advertising Representative for The Lanthorn, and is an athlete on the Grand Valley rowing team. After graduation, she hopes to pursue a role in sales, marketing, or public relations.