It is common for people to become upset during a reading. If someone gets emotional because the information is bringing comfort in a happy way, then I would encourage the person to feel any emotion that may arise.

I would normally say to the person that it’s ok to cry. Sometimes touch is
appropriate when I will hold their hand, sometimes I just give people a few moments to cry or feel whatever they need to.

If the person becomes distressed, then I would normally stop giving detailed information and just give ‘light’ information. I am always sensitive during a reading to the other person’s emotional experience.