tl;dr:(1) Have a simple response, such as “Oh, I’m so sorry” (2) Don't try and solve their problem or make this about yourself. Ask open questions instead. (3) Mirror their energy, use body language (nod, eye contact) (4) Create silence and space. (5) Consider your role and how to help. (6) Follow up.
tl;dr:A 2017 post - "studies have shown that women (and nonbinary folks) are over-mentored, but under-sponsored." Sponsoring is about "fighting to get somebody a promotion, mentioning their name in an appointments meeting, etc..." Lara outlines examples of what sponsorship looks like, in practice.