Offer to explore ways forward

After validating their feelings and listening attentively, you may ask your colleague whether they want to explore ways to tackle the source of their negative emotions.

Determine if they are open to it

A common mistake is to jump too quickly to problem-solving when a colleague needs emotional support. It is key to first give the colleague time to express how they feel. And even after you've carefully listened to them, you should ask them if they're open to problem-solving rather than initiating it without asking.

Offer constructive next steps

If the other party agreed to think about solutions to the underlying problem, make suggestions or ask them what they think would be appropriate ways forward.