Being overwhelmed by our own response to our friends being upset is not a lack of empathy but can be a shutting down because we feel their pain too intensely for our own ability to cope. You can make a note, hey, I see you are upset, I care, what can I do? And then let them vent. As a beloved friend of mine once said, "I do not need to understand to know this is important to you and to care". I had been talking nonstop about one of my passions, and was way over his head, but because I loved it, he valued hearing about it. I miss him.
Sometimes, letting the upset or excited person talk, and caring, is enough. Sometimes it is everything. Sometimes we have to state our inner being because our body language fails to communicate it.
Like tonight I was embarrassed and sat smiling like an idiot as my beloved husband scolded me because I failed to tell him I had forgotten to do something. He was ticked. It happens. My face does that. I cannot stop it. And when my friends hurt, I can sit there blank faced like a rock carving, all the while caring so much it hurts and totally unable to show them what is inside me.
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KAS