PEP Method: Point, Evidence, Repeat Point1 1. Get Your Message across. a. Give your clear statement of the problem. b. Present the evidence you have gathered during your investigation, starting with the most persuasive evidence. c. Restate your statement of the problem. 2. Receive Feedback a. Listen attentively and reflectively. b. Do not interrupt. c. Do not argue. d. Find areas of agreement to incorporate into your argument. e. If the other person responds with defensiveness, it could mean they did not really hear your message or that it was not clearly presented. 3. Repeat the Process: Persistence is the key. It may take 3 – 10 times through this process to change the other’s behavior. Tips: a. Do not back the other person into a corner. b. Allow the other person to retain his or her dignity. c. Make sure the solutions meet the resident’s needs. d. Do not insist that they be cheerful about addressing the problem. You are asking for changed behavior. e. Arrange a time when you will check back with each other to make sure the solution is working. f. Express appreciation. 4. Formulate an Action Plan: The only way you can be sure that your advocacy has had an effect is if you and the other person can agree on an action plan. a. How will the problem be solved? b. Who is responsible for making sure the plan is implemented? c. When will the plan be implemented? 5. Monitor the Implementation of the Action Plan. a. Make sure the resident is satisfied with the action plan. b. Keep checking with the resident to make sure the changes are being made. c. Make contact with staff responsible for implementation. 1
This section and the following section are from The Ombudsman Training Manual, Oregon LTCOP, developed by Wayne Nelson, April 1992, and revised by Ann Fade, 2005.