Even though I wrote it, I disagree that "even when an individual expresses negative emotions, SLEs are unable to offer the support needed; they feel uncomfortable and confused in these situations and, as a result of this, SLEs react in a way which is unhelpful to the individual" (Source).
My best friend's dad just died, and I gave him as much support as I could over the phone. I thought it was pretty decent, and he probably did too, based on what I could plausibly offer. I didn't feel confused or uncomfortable.