If you don’t know how someone feels, you can’t truthfully say, “I know how you feel.” That’s OK. You can likely still empathize on some level. Let them know, gently, that you haven’t been there before, but you’ll try to put yourself in their shoes to help as best you can.
Also, don’t be afraid to let them know you don’t have anything to say. You can still be an ear, take some time to think about it, and then share your thoughts later.
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