Another angle is to declare from the start wanting improve the situation whatever their stress level is, and ask what your efforts should be directed at.
If they don't have much to complain about it will be low priority items, if they're in a 4-5 situation it will be a longer discussion. At least they might be more open to explain heavy stuff if they know you're there to solve them and not just analyse.
If they don't have much to complain about it will be low priority items, if they're in a 4-5 situation it will be a longer discussion. At least they might be more open to explain heavy stuff if they know you're there to solve them and not just analyse.