Sadly this is how a lot of what they call "listeners" are taught to speak. The idea behind it is to not interject your own feelings and opinions into the conversation, rather, you remain neutral and try to get the other person to figure out things on their own.
Unfortunately, people who reach out to someone else in a time of need need to feel like the person on the other end actually gives a shit. That's next to near impossible if the person trying to help has to carefully watch what they say. This is also why I don't subscribe to therapy or any other forms of distant bullshit like it. Its cold, impersonal and makes myself and most others feel more isolated and unheard. Not helpful at all.