When we're upset, most of us simply want to feel understood and that we're not alone.
The alternative is to validate their struggles first and reserve your problem-solving efforts for later (if ever). Validating someone's struggles simply means letting them know that you understand what they're saying and that it makes sense that they're feeling that way.
For example, imagine your spouse comes home from work looking anxious and stressed. You ask what's wrong and she replies that she thinks she's going to be fired. She goes on to explain how she completely flubbed a potentially huge new sale and her boss was furious.
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