In active listening, hurting individuals are able to make use of the listener. The listener acts as a reflecting mirror. This enables the person to identify his or her feelings; persons gain insight into their problem and then can start problem-solving.  Listening to hurting people is art. It is important to remember that the hurting person may have no spiritual language. We need to be there to help such persons put their spiritual search into words which they can understand. If we use Scripture, it needs to be appropriate to the situation. If prayer takes place, ask what they want to be included in the prayer. I find that if I have listened well, trust has been built, and near the end of the visit, the individual often finds the courage to verbalize the real problem that has been kept secret because of deep fear. We as listeners need to allow that door of trust to open, and to provide the space where others can enter and disclose their fears.