People want to be heard and understood, though that’s not always clear from their words and actions.
The best way to accomplish that is to actively listen, ask clarifying questions along the way. The trick is to ask about their feelings by reflecting back what you hear and see. This isn’t the time to offer your opinions or feelings. Stay focused on their feelings until they don’t have anything more to say. You’ll feel the shift in energy, the clue they feel heard and understood.
After people feel heard and understood they can proceed with the business at hand, be that change or the reason for being with you.