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　　BRITISH universities can be depressing. The dons moan about their pay and students worry they will end up frying burgers—or jobless. Perhaps they should try visiting McDonald’s University in London’s East Finchley.

　　Students are often “rough and ready”, with poor qualifications and low self-esteem. But ambition-igniting murals display the ladder of opportunity that leads from the grill to the corner office (McDonald’s chief executives have always started at the bottom). A map of the world shows the seven counterpart universities. Cabinets display trophies such as the Sunday Times award for being one of Britain’s best 25 employers.

　　英國的大學可能正是不景氣的時候，教師們抱怨著自己的薪水，學生們擔心自己最后只能找到做漢堡包的工作——甚至待業(yè)在家。或許他們應當去瞧瞧倫敦東芬奇利區(qū)的麥當勞大學。

　　麥當勞大學招收的學生也不過“馬馬虎虎”，而且資歷平庸、缺乏自尊，但學校里的壁畫張貼著從烤架操作工到辦公室高管之間一級級的躍升機會(麥當勞的主管往往都是從基層一點點干起的)，讓人燃起勃勃雄心。一張世界地圖上標注著全球七所麥當勞漢堡大學。櫥窗里展示著學校榮獲的獎杯獎牌，比如《星期日泰晤士報》評選的全英最佳二十五名雇主獎等等。

　　McDonald’s is one of Britain’s biggest trainers. It gets about 1m applicants a year, accepting only one in 15, and spends ￡40m (m) a year on training. The Finchley campus, opened by Margaret Thatcher, then the local MP, in 1989, is one of the biggest training centres in Europe—many of the classrooms are equipped with booths for interpreters. It is part of a bigger system. An employees’ web-portal, Our Lounge, provides training as well as details about that day’s shifts, and allows employees to compete against each other in work-related video games.

　　The focus is on practicalities. A retired policeman conducts a fast-paced class on conflict management. He shows a video of a woman driven berserk by the fact that you cannot get chicken McNuggets at breakfast time. He asks the class if they have ever had a difficult customer, and every hand goes up. Students are then urged to share their advice. (“Serve drunks quickly…”).

　　麥當勞是全英國最大的培訓機構(gòu)之一。每年麥當勞會收到100萬份左右的求職申請，僅錄取其中的十五分之一作為雇員，并出資4000萬英鎊(6100萬美元)用于培訓。在首相撒切爾夫人和當?shù)貒鴷h員的支持下，位于東芬奇利區(qū)的麥當勞漢堡大學于1989年成立。這所學校是全歐洲規(guī)模數(shù)一數(shù)二的的培訓中心，許多教室都配有專門的同傳間。芬奇利校區(qū)僅僅是麥當勞龐大教育體系中的一個分支。麥當勞專屬員工門戶網(wǎng)站“我們的休息室(Our Lounge)”在提供訓練之余，還有每日輪班詳情，員工還可以在網(wǎng)站上一起玩一些同工作有關(guān)的游戲。

　　培訓的重點在于實用性。一名退休的警察在大學內(nèi)教授沖突管理的快班課程。課上他放映了一段錄像，一名女性顧客因早餐時間不能點麥樂雞而大發(fā)雷霆。老師問全班同學是否碰到過這樣難纏的顧客，每個同學都舉手表示深有體會。之后，老師就要求學生們分享他們的處理建議。(“對醉鬼的顧客，服務一定要快……”)

　　Self-esteem and self-management are on the syllabus, too. Steven Covey’s “Seven Habits of Highly Effective People” is a popular text. A year-long apprenticeship programme emphasising English and maths leads to a nationally recognised qualification. McDonald’s has paid for almost 100 people to get degrees from Manchester Metropolitan University.

　　The company professes to be unfazed by the fact that many alumni will end up working elsewhere. It needs to train people who might be managing a business with a ￡5m turnover by their mid-20s. It also needs to satisfy the company’s appetite for senior managers, one of whom will eventually control the entire global McDonald’s empire.

　　自我尊重、自我管理也在麥當勞漢堡大學的教學大綱之內(nèi)。史蒂文`科維的“高效人士的七個習慣”是學校的通行教材。長達一年的學徒教學計劃著重教授英語、數(shù)學，并授予國家認可的學歷證書。迄今，麥當勞已經(jīng)出資幫助近100名學員拿到了在曼徹斯特城市大學的學位。

　　許多學員在畢業(yè)后并不任職于麥當勞，而這家快餐業(yè)巨頭宣稱并不為此感到煩惱。麥當勞需要培養(yǎng)出在二十五六歲就能夠掌管500萬英磅營業(yè)額業(yè)務的管理人員。同樣，麥當勞漢堡大學更需要培養(yǎng)出一批高級經(jīng)理儲備，以滿足公司的發(fā)展需要。未來，這些高級經(jīng)理中終將有人來執(zhí)掌整個麥當勞餐飲帝國。