"I think it's most important to start by actively listening to the other person. After all, I can't help them if I don't understand what the problem is! I give the other person plenty of time to talk and/or vent, but I occasionally ask follow-up questions so they know I'm comprehending what they are saying and so I can gain more clarity and am better able to help. I never act as though their issue is silly. Instead, I usually try to say something along the lines of: 'I know how you feel. I've dealt with a similar problem before in the past myself.' Then, I position myself as a person of authority who is well-informed and capable of providing a solution to their problem. If I'm unsure of what the solution is, I consult with available manuals and/or colleagues and managers. I aim to make sure the person I'm speaking to feels heard and understood, and then I strive to fix their problem as quickly as I can."