how can i understand their perspective and what they're thinking/feeling?
PRAY! be humble before the Lord. seek the Spirit.
After having given them time, listened to how they feel, and reassured them of your caring...
....caring, then think how to best help them understand how you feel
Be patient, give it some time, think how you can show love & support for that person.
Sometimes is best just to wait & not say anything at all, but to just think it over, see what you can learn or maybe the other will relax & be able to explain.
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