Appreciate Inquiry In The Mentality Of The Management Of Young Employees

China Mobile,the telecommunication service provider who owns the largest user group in the world, is now setting higher requirements for call-center's service executive ability, to meet customers'diverse needs and to provide better service in high permeability market competetion. However, company's internal management needs update first before external service updates.The traditional way of mangement is to executive from the higher level to the lower level,finding difference from standard and then corrects, with more criticism than appreciation. That way is no more applicable to present manage requirement on new generation labor-those who with characteristics of "ego-centered". In terms of human resource management, more and more managers pay attention to labor stotage, staff turover rate, KPI setting and carrer planning, which are far behind some mature modles abroad. As call-center is a young labor intensive industry, an updated mental management method is needed to meet those young staff's psychology. Therefore, we introduced Appreciative Inquiry (AI), an advanced organization development tool, by analysing its application on mental management of customer service representative, to bring a consistent organization reform from inside to outside and enhance our management level in a call-center.This study made some surveys first, both on staff's current mental status and call-center's management status, and then applied AI on management practice of young staff's motivation, attitude and emotions, finally confirmed importance and feasibility of AI.Meanwhile, we summarised some practical management tools through AI's application on team management and young staff's mental management. It may instruct our mental management work for young staff in call-center theoretically and practically in the future.