People who have a lot to tell (overwhelmed)

Hi there! I need some coach wisdom:

From time to time, I have a conversation with a coaching client or with a friend and I feel completely overwhelmed by what they tell me. They present me with all the things that happened, everything a third person said or did, so basically all their stories. Although I know that most of these things are their thoughts and they are in control of what they think, feel, and how they act, I sometimes get convinced that they “really have a difficult situation to handle”, thus loosing my ability to show them a way out.

Can you share some best practice for handling people who have a lot to tell?
Thank you <3