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I have also found that admitting to making the same misstake yourself from time to time really helps, unlocking their account? It's fine, it happens plenty of times for myself as well, especially since we at the IT team have four different personal accounts with different uses and passwords.
Regarding passwords, depending on what the user works with and if they use exterbal services they need to logon to, I will also offer to install a password manager for them, and set up the initial database while giving them a tour of it and how to use it, many users really liked it and used it ever since.