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In my view we are all consciousness, part of the same consciousness system, some more developed than others, those who are developed enough to be guides, guides those who are further behind. So guides do know what it's like for us, because they have lived in this physical world too. To me this is what makes more sense anyway.
As for how they guide us, they cannot directly help us or fulfill our wishes, that would make us too dependent on them and affect our free will. So guides have to be more subtle than that. We have to quiet our ego, our mental chatter to get their message, to connect with the "consciousness system". It's when we are down below that we need even more to quiet our thoughts because often times our thoughts are so upsetting that they block any attempt our guides make of contacting us. It's our responsibility to improve the quality of your consciousness, no one can do that for us though we can all be supportive of others.
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