In a typical primary care appointment, you often have only 20 minutes to work with patients not only on the medical details of managing several complex diseases, but also addressing the emotional domain that accompanies illness. That presents a huge challenge, and often drives physicians to turn away from the first signs of an upset patient. During my family medicine residency, I was told about the BATHE* mnemonic for responding to emotion and it has been incredibly helpful. I made a video describing it.
*The Fifteen Minute Hour: Applied Psychotherapy for the Primary Care Physician, 2nd ed. by Marian R. Stuart, Ph.D., and Joseph A. Lieberman III, M.D., M.P.H. Westport, Conn., Praeger Publications, 1993.