Stay cool, let her speak, and listen, more than you speak. Reassure, understand, and validate.
As far as DB'ing, I did not see a direct approach performed, it sounds like she called out of the blue before you switched to your direct approach or have I missed something.
I hope you do not mean that the direct approach would be to speak to her upon her request and that db'ing would be to ignor her request because that is not how it works...
