being a counselor you need to listen and respect the person, and letting them speak by taking a turn and letting them have some time to talk, and understand where they are coming from and how it is affecting them, and taking turns speaking instead of one of you talking the whole time, and when sending emails you need to polite formal and straight forward, make sure to bond with them while talking to them and make it more of an interesting conversation to make the person feel better, be polite and respect them and talk to them in such a way that it cant offend them at all so the situation keeps calm, to get better at this taking to people and making interesting conversations with people (can be random people) if you prefer to talk to someone you know then do so.
