Answer: Empathy.
Explanation: Empathy is related among other things to active listening, understanding and emotional support. In addition, empathy implies having the capacity to differentiate between the affective states of others and the ability to take perspective, both cognitive and affective, regarding the person who expresses their emotional state.
Your friend's words represent an injunctive norm.
Hope that helped :)
Also maybe add the choices so people aren't as confused :)
