Many reasons cause a person to shut out incoming messages. Someone in fear doesn’t hear anything.
In fact, anyone experiencing any emotions shuts out whatever you attempt to share.
Deal with the person where he or she is in the moment. Do not gloss over what their current experience, what they now feel. Eliminate the emotion using compassion and THEN speak what you want to share. Always stride to allow the other person to choose for himself or herself rather than be “sold” on your proposal.