When I was doing help desk and field support, a majority of people fell into one of two categories:

1. Those that felt embarrassed because they didn't know how to explain the problem

2. Those that felt they needed to have a solution for you instead of simply asking for help or explaining what they were trying to accomplish.

I've spent 4 years educating everyone where I work now to just let me know what they want to do instead of can we purchase x, y, or z. My job is to make sure they have the data and information systems they need to succeed. "Let me do my job and I'll do my best to make sure you can succeed at yours." They're getting it (slowly).

Just to tilt the mirror a bit, it's also important to inform people of the limits of what is possible (otherwise known as "managing expectations").

I'm always joking with people:

"Sure, I can print any amount of data you want on a single 8 1/2 x 11 sheet of paper. Whether or not you can read it when I'm done is an entirely different question."

"That'll work, but it's like trying to drive a tractor-trailer uphill with a four-cylinder engine. You'll get there VERY SLOWLY."

"I don't care if you break it. I'll fix it (or replace it). Getting your data back is a different issue."

They usually crack up laughing but they get the point.