In Word 2007, it's Normal.dotm. But, I think the user is using Word 2003.
In any version of Word, Normal.dot (or .dotm in 2007) is stored in the User
Templates location. In Word 2003, choose Tools - Options - File Locations,
and note the location of User Templates.
Then close Word and open Windows Explorer. In Tools - Folder Options - View,
enable Show hidden files and folders. Then navigate to the User Templates
location you noted above. Normal.dot should be there. Note that location
again.
Open Word and navigate to the location of Normal.dot and open it.Press
Ctrl+A, tap Delete, press Ctrl+F4 and say "Yes" to saving changes.