Evaluating Service Agency "Warmth"

ljohnson

Working for a nonprofit service agency has its challenges! We need to find a way to quantify "warmth" for an employee who has compassion and empathy, but not warmth. She has other personal problems, which is making it difficult for her to focus on her clients, and that may be the only avenue we can take for constructive discipline. Has any other service organization had any experience with that? Thanks.

Gillian

I don't think that you can quantify warmth. You can quantify whatever the warmth is supposed to bring or is caused by the lack of warmth. Are there disputes with employees or clients, complaints, etc. etc. You need to focus on the objective factors.

Crout

Gillian is absolutely correct. You need to focus on outcomes and benchmarks. I'm also curious as to who your company has assigned to be the "Warmthmeister," the person who judges the level of warmth.

sonny

I have also been struggling to imagine a person who is compassionate and has empathy who is not warm to at least some degree? I agree with the others. .if there is a problem with performance go from that angle.