There can be a big difference between “I’m upset by x” and “I have problem x”.
When somebody comes to you with a problem, help them solve their problem.
When somebody is upset, a logical response might not be what they need. It might not help. Upset means there’s an emotional component, and you have to deal with that first. If you don’t, you’re likely to be ignored or resisted.
Emotion trumps reason. Not always, but often.
