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This is honestly one of the best things you can do for an upset friend. I use it all the time and people respond very well to it. Sometimes people come to you because they need to vent. Comfort them first, then follow up with 'do you want advice or do you want me to just listen?'. But other times, they just need to let someone outside of the conflict know what happened, and then they want to talk about something else. Talk about your own day, show them the latest funny thing you saw, go do something fun together. This question sets boundaries and builds trust. It shows you can be there in any way they need.