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Aiming for customer delight is all very well，but if services do not reach the high level promised，disappointment or worse will be the result.This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy (for example，“I know how you must feel”)，and possible solutions (replacement，compensation or whatever fairness suggests best meets the case)． Airlines face some of the toughest challenges over customer care.Fierce competition has convinced them that delighting passengers is an important marketing tool，while there is great potential for customer anger over delays caused by weather, unclaimed luggage and technical problems. 第三模块
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For British Airways staff，a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times.They are trained to answer quickly，with their name，job title and a “we are here to help” attitude.The company has invested heavily in information technology to make sure that information is available instantly on screen. British Airways also says its customer care policies are applied within the company and staff are taught to regard each other as customers requiring the highest standards of service. 第三模块
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Customer care is obviously here to stay and it would be a foolish company that used slogans such as “we do as we please”．On the other hand，the more customers are promised，the greater the risk of disappointment. ()1.The writer mentions “phone rage”(Paragraph 3)to show that ________. A．customers often use phones to express their anger
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()2.If a manager should show his empathy (Paragraph 6)，what would he probably say? A．“I know how upset you must be.” B．“I appreciate your understanding.” C．“I'm sorry for the delay.” D．“I know it's our fault.”
()3.Customer delight is important for airlines because ________. A．their telephone style remains unchanged B．they are more likely to meet with complaints
C．the services cost them a lot of money D．the policies can be applied to their staff
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()4.Which of the following is conveyed in this article? A．Facetoface service creates comfortable feelings among customers. B．Companies that promise more will naturally attract more customers. C．A company should promise less but do more in a competitive market. D．Customer delight is more important for airlines than for banks. 第三模块
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【要点综述】 随着竞争的越来越激烈，对于消费者的争夺很多时候将会决定着一个企业的兴衰荣辱，那么如何搞好与消费者的关系呢？面对口味各异的顾客，作为企业又应该如何对待呢？文章是围绕这一话题展开。 1. C 逻辑推理题。文章第三段提到随着人们从电话或网络中买到商品、得到服务，很多公司在信息技术和员工培训上投入大量资金，来应对消费者的投诉，由此可知，现在对商家而言如何处理消费者日益增多的投诉是非常必要和紧急的。
2. A 逻辑推理题。从文章第六段This can be eased by offering an apology…with empathy (for example, “I know how you must feel”)…可知。 第三模块
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3. B 逻辑推理题。从文章第七段Airlines face some of the toughest…while there is great potential for customers…可知，航空业由于各种原因面临的消费者投诉更多，所以对航空业而言，让消费者满意有着无可替代的重要性，由此可知选B。 4. C 逻辑推理题。从文章最后一段…and it would be a foolish company that used slogans such as…可推断出，聪明的企业往往不会喊空口号，而是注重实际行动。 第三模块
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探究点五 篇章结构型 最近两年， 篇章结构题频繁地出现在各地高考英语阅读理解题中， 已经成为了一种新颖而独特的阅读题型。从其考查内容而言， 可分为三种：考查对整个文章结构的组织能力；考查对后文内容的预测能力；考查对文章写作手法、修辞手段的鉴赏能力。 1. 篇章结构题的主要设题方式常有：
(1)How is the passage organized? (2)Which of the following best shows the structure/organization of the passage?
(3)What will the author most probably talk about next? (4)The author develops the passage mainly by ________. 第三模块
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(5)The first paragraph serves as a(n)
________. (6)The example of … is given to show/illustrate that ________. 2. 篇章结构题的主要解题策略常有： (1)了解文章结构的组织形式。从段落组织方式上讲， 常见的文章结构有三种：总分式结构(总→分；总→分→总；分→总)、并列式结构(段落之间是平行关系， 并且相对独立)、对照式结构(结构形式上是一正一反)。 (2)了解文章的论证方法。从论证方法上讲， 常见的议论文结构有以下两类： Put forward a question →Analyze the question → Solve the question 即“提出问题、分析问题、解决问题”的过程；Argument/Idea → Evidence → Conclusion/ Restating the idea 即“由论点到论据到结论/强调论点”的过程。 第三模块
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(3)了解文章的写作手法。从写作手法上讲， 在高考阅读理解中主要考查下定义、分类说明、列举例证和对比等写作手法。其中， “引用”和“例证”是议论文和说明文中最常用的写作手法之一，是历年高考阅读试题中必不可缺的命题方向。“引用”和“例证”的共同目的就是增强说服力， 以更好地达到说理、说明的目的。“引用”和“例证”的共同功能就是服务于段落或篇章的主题。 第三模块
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例10
[2010·北京卷] 节选
The Cost of Higher Education
Many people believe that higher education should be free because it is good for the economy (经济). Many graduates clearly do contribute to national wealth, but so do all the businesses that invest (投资) and create jobs. If you believe that the government should pay for higher education because graduates are economically productive, you should also believe that the government should pay part of business costs. Anyone promising to create jobs should receive a gift of capital from the government to invest.
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Therefore, it is the individual, not the government, who should pay for their university education. ()The author mentions businesses in Paragraph 5 in order to ________. A．argue against free university education
B．call on them to finance students' studies C．encourage graduates to go into business
D．show their contribution to higher education 第三模块
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【解析】 A 结构推断题。本题考查例证的功能。题目问此处谈到business有什么目的， 就等于问议论文中的论据有什么用， 显而易见：支持论点。马上从本段段首找到论点：Many people believe that higher education should be free…因此，可以看出作者反对free higher education。 第三模块
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例11
[2011·重庆卷] 节选
Getting rid of dirt，in the opinion of most people，is a good thing.However，there is nothing fixed about attitudes to dirt.
In the early 16th century，people thought that dirt on the skin was a means to block out disease, as medical opinion had it that washing off dirt with hot water could open up the skin and let ills in. A particular danger was thought to lie in public baths.By 1538，the French king had closed the bath houses in his kingdom.So did the king of England in 1546.Thus began a long time when the rich and the poor in Europe lived with dirt in a friendly 第三模块
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way.Henry Ⅳ，King of France，was famously dirty.Upon learning that a nobleman had taken a bath，the king ordered that，to avoid the attack of disease，the nobleman should not go out.
Though the belief in the merit of dirt was longlived，dirt has no longer been regarded as a nice neighbor ever since the 18th century.Scientifically speaking，cleaning away dirt is good to health.Clean water supply and hand washing are practical means of preventing disease.Yet，it seems that standards of cleanliness have moved beyond science since World War Ⅱ.Advertisements repeatedly sell the idea：clothes need to be whiter than white，cloths ever softer，surfaces to shine.Has the hate for dirt，however，gone too far? 第三模块
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Attitudes to dirt still differ hugely nowadays.Many firsttime parents nervously try to warn their children off touching dirt，which might be responsible for the spread of disease.On the contrary，Mary Ruebush，an American immunologist (免疫学家)，encourages children to play in the dirt to build up a strong immune system.And the latter position is gaining some ground. ()How does the passage mainly develop? A．By providing examples. B．By making comparisons. C．By following the order of time. D．By following the order of importance. 第三模块
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【要点综述】 本文是说明文，介绍了人们对污物所持观点的转变情况：16世纪时，人们认为身上的污物能够阻拦疾病；18世纪以来清除污物被认为对健康有益；当今，家长警告孩子不要碰触污物以防疾病的传播；与此相反，专家却提倡孩子在污浊的环境中玩耍，以增强身体的免疫能力。
C 文章结构题。梳理文章中表示时间的词语可知，该文是按照时间顺序来组织的。 应试点睛 第三模块
│ 应试点睛 要想顺利通过高考英语阅读理解部分， 学生必须具备《高中英语教学大纲》规定要掌握的词汇量和固定短语量、熟悉语法结构、拓宽知识面、熟悉各种题材和体裁的文章、提高阅读速度、提高通过阅读获取信息的能力。此外， 在复习中， 应该注意以下几点：
1. 速读全文， 了解大意和主题。
阅读的目的是获取信息。阅读能力一般指阅读速度和理解能力两个方面。高考要求的阅读速度大约是每分钟60个词。考生必须在十分有限的时间内运用略读、扫读、跳读等技巧快速阅读， 搜寻关键词(key words)、主题句(topic sentence), 捕捉 第三模块
│ 应试点睛 时空顺序、情节、人物、观点， 并且理清文章脉络， 把握语篇实质， 掌握文章大意。阅读时读者没有必要研读全文， 速读的诀窍在于浏览文章的内容提要、前言、标题、副标题、插图、表格、开头和结尾等部分， 这样就可以把握文章大意了。许多文章在第一段提出问题， 中间段落进行分析、例证， 最后一段是归纳结论， 每段第一句话往往是主题句。抓主题句， 是快速掌握文章大意的主要方法。
2. 详读细节， 理顺思路与脉络。
每篇文章绝不是互不相干的句子杂乱无章的堆砌。作者为文， 有脉可循。如记叙文多以人物为中心， 以时间或空间为线索， 按事件的发生、发展、结局展开叙述；议论文则包含论点、论据、结论三大要素， 通过解释、举例来阐述观点。考 第三模块
│ 应试点睛 生可根据文章的特点， 详读细节， 以动词、时间、地点、事件、因果等为线索， 找出关键词语， 运用“画图列表法”， 勾画出一幅完整清晰的文章主题和细节的认知图。
3. 抓住主干， 化解难句捕信息。
要实现快速准确理解文章大意， 就要学会抓句子的关键成分， 即句子的主干成分， 如主语、谓语和宾语， 因为它们是传达信息的主要载体， 其他成分， 不论多么长， 多么复杂，都是辅助成分。要说明的核心问题是， 我们阅读英语文章时， 一定要有一个全局观念， 从宏观上来把握文章， 做到了这一点， 我们面对各类文章时都能够从容应对。比如：Another element in the emergence of prodigies(神童), I found, is a society that values excellence in a certain 。 第三模块
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field and is able nurture talent. 只要我们抓住了Element is society. 就可以得知， 社会是神童出现的一个因素。
4. 讲究技巧， 轻松应考走捷径。
分析历届高考中的阅读理解， 可以发现命题者命制的考点是有一定规律的， 且考点规律常与某种题型(主旨题、细节题、逻辑推理题、观点态度题、猜测词义题)相对应。如果考生掌握了这些规律， 就能在第一遍快速阅读短文时， 敏锐地捕捉到考点并能预测可能会出的题型。下面， 将这些考点规律及对应题型归纳如下：
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考点规律(1) 举例子、打比喻处常考
为了使自己的观点更有说服力、更加明确， 作者经常用具体的例子打比方， 句中常由as, such as, for example, for instance等引导的短语或句子作为举例句。考生需注意的是，例子或比喻一般是和文章或段落中心紧密相关的， 常以“细节事实性”题型和“推断性”题型出现， 但倾向于“推断性”题型。
考点规律(2) 引用人物论断处常考
作者为了正确表达出自己的观点或使论点更有依据， 常常引用某名人的论断或重要发现等。命题者常在此做文章，多以“推理性”题为主， 有时也出“事实细节性”题型。
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考点规律(3) 转折处与强对比处常考
一般而言， 转折后的内容常常是语义的重点， 命题者常对转折处的内容进行提问。转折一般通过however, but, yet, in fact等词或短语来引导。强对比常由unlike, until, not so much…as等词或短语引导。命题者常对用来对比的双方的属性进行考查。 比如文章中说甲具有X属性， 但乙与甲不同， 问乙有何属性？答：非X属性。此类考点常出现在逻辑推理型题中， 少数出现于其他题型中。
考点规律(4) 复杂句式处常考
复杂句常是命题者出题之处， 包括同位语、插入语、定语、长句、 从句、不定式、副词等， 命题者主要考查考生对句子之间指代关系、文章段落之间关系的理解， 常以逻辑推理题型出现， 包括少量其他题型。
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考点规律(5) 因果句处常考
命题者常以文中因果句命制一些试题，以此考查文中两个事件内在的因果关系， 或出些概括文意、段意的试题。一般以推理性题型和主旨大意题型出现， 兼顾少量其他题型。表示因果关系的词有：because, since, for, as, therefore, consequently, result in, originate from 等。
考点规律(6) 特殊标点符号处常考
由于特殊标点符号后内容是对前面内容的进一步解释和说明， 因此命题者常以标点符号后的内容进行提问。具体说， 特殊标点符号包括：破折号(表解释)；括号(表解释)；冒号(表解释)；引号(表引用)。题型一般有推理题、主旨大意题、事实细节题等。
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考点规律(7) 段首， 段尾句处常考
短文中第一段首句或末段末句往往是文章中心思想的表达处；有时某一段的段首、段尾句是该段的主题句。因此， 命题者常在这些地方出题。题型基本上属主旨大意型。
考点规律(8) 最高级与绝对性词汇处常考
文中若出现must, all, only, anyone, always, never等绝对性词汇， 或形容词副词的最高级形式， 往往是考点， 一般出“细节性问题”。因为这些地方概念绝对， 答案唯一， 无论是命题还是答题， 都不会产生歧义。命题人员以此为考点， 可保证命题绝对正确。 第三模块
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以上分析， 基本上概括了历届高考中阅读理解题考点常考处及其对应题型。考生掌握了这些规律， 在读文章时， 就要在这些考点常出现的地方作些记号。阅读完毕， 这些作记号的地方基本上就是出题的地方。然后再对照后面的题目， 一一找到相对应的考点， 再仔细分析、做题，这样就节省了时间。 第三模块
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例３ [2011·安徽卷] 节选 Ireland has had a very difficult history.The problems started in the 16th century when English rulers tried to conquer (征服) Ireland. For hundreds of years，the Irish people fought against the English.Finally, in 1921，the British government was forced to give independence to the south of Ireland.The result is that today there are two “Irelands”. Northern Ireland，in the north，is part of the United Kingdom. The Republic of Ireland, in the south，is an independent country. 第三模块
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In the 1840s the main crop，potatoes，was affected by disease and about 750,000 people died of hunger. This, and a shortage (短缺) of work, forced many people to leave Ireland and live in the USA，the UK, Australia and Canada.As a result of these problems, the population fell from 8.2 million in 1841 to 6.6 million in 1851. For many years，the majority of Irish people earned their living as farmers. Today, many
people still work on the land but more and more people are moving to the cities to work in factories and offices. Life in the cities is very different from life in the countryside，where things
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The Irish are famous for being warmhearted and friendly.Oscar Wilde，a famous Irish writer，once said that the Irish were “the greatest talkers since the Greeks”．Since independence，Ireland has revived (复兴)its own culture of music，language, literature and singing.Different areas have different styles of old Irish songs which are sung without instruments.Other kinds of Irish music use many different instruments such as the violin, whistles, etc. 第三模块
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()1.What does the author tell us in Paragraph 1? A. How the Irish fought against the English. B. How Ireland gained independence. C. How English rulers tried to conquer Ireland. D. How two “Irelands” came into being.
()2.The last paragraph is mainly about ________.
A．the Irish character
B．Irish culture
C．Irish musical instruments
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()3.What can be the best title for the text? A．Life in Ireland
B．A Very Difficult History C．Ireland，Past and Present
D．The Independence of Ireland 第三模块
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【要点综述】 爱尔兰分为南爱尔兰和北爱尔兰两个部分，北爱尔兰是英国的一部分(大不列颠及北爱尔兰联合王国)，南爱尔兰为爱尔兰共和国，于1921年脱离英国，取得独立。本文主要介绍爱尔兰的历史与现状，特别是爱尔兰独立后文化的复兴。 1．D 段落大意题。第一段的大意就是爱尔兰的历史及南爱尔兰和北爱尔兰是如何形成的。 2．B 段落大意题。最后一段主要说到爱尔兰音乐、语言、文学等与文化相关的话题，故答案为B。 3．C 主旨大意题。文章主要谈论爱尔兰的历史与现状，故选C。 第三模块
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探究点三 词义猜测型 历年高考都把猜测词义作为考生应该掌握的一项阅读技能列入试题， 词义推断可以是一个单词的意义推断， 也可以是对一个短语或句子意义的推断， 既可以是生词意义， 也可以是熟词新义，还可以是对指代词所指代内容的判断。在阅读理解题中， 所考查的词或短语的意义往往不会停留在字面上， 要根据短文提供的语境， 通过阅读上下文， 根据已知的信息或常识来推测尚不熟悉的词或词组的含义。 1．词义猜测题主要的设题方式有：
(1)The underlined words “took off” in Paragraph 2 means “________”． 第三模块
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(2)What does the underlined word “them” in the last paragraph refer to? (3)The underlined sentence in the second paragraph implies that ________. (4)Which of the definitions is closest in meaning to the word “exotic” in the third paragraph?
(5)The underlined phrase “turn his back on” (paragraph 6) most probably means ________. (6)By saying “We need them yesterday” (paragraph 7)，Stover means that snakelike robots ________. 第三模块
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2．词义猜测题主要的解题策略有：语境猜测、语法猜词和常识猜词。 语境即上下文。由于上下文中的生词不是孤立存在的， 其词义与句中其他词的词义或具体的语境有着密切的联系。因此在阅读过程中， 许多生词的词义可以充分利用上下文中相关的词汇、短语并结合具体的语境来推测。命题者为了考查学生的这种猜词能力， 常采用以下几种命题策略：
策略(1)：依据标点符号猜测词义
标点符号是词义猜测中最直接、最简单的信号词。比如， 破折号、冒号常常起解释说明的作用， 引号和括号有时也起到相同的作用。 第三模块
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例４Morning, noon and night, her tongue was endlessly going, so that he was forced to escape to the outside of the house—the only side which, in truth, belongs to a henpecked_husband.
()The underlined words “henpecked husband” in the
paragraph probably means a man who________.
A．likes hunting
B．is afraid of hens
C．loves his wife
D．is afraid of his wife
【解析】 D 破折号起进一步解释说明的作用。 由句前信息“他为逃避妻子的唠叨而逃到屋外”可知“他是一个怕老婆的人”， 因此选择D项。
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策略(2)：依据反义词和对比关系猜测词义
运用对比手法描述事物或现象是文章写作时一种常用的修辞手法。在这种修辞手段下， 作者常借用一些信号词来提供相反信息， 从而表明一个词与前面的另一个词互为反义。常用的信号词有： but/yet/however/nevertheless;
while/whereas;
otherwise/or else; unlike/instead/rather than; by contrast/compared to; on the contrary/on the other hand 等。
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例５The house looked quite normal outside, but inside it was very exotic with fascinating objects on display. ()Which of the definitions is closest in meaning to the word “exotic” in the sentence?
A．Messy and untidy.
B．Common and expensive.
C．Comfortable and calming.
D．Foreign and unusual.
【解析】 D 由 but 引导的前后句可知，
exotic 与 quite normal(相当平常) 在意义上是相反的， 因此选择 D 项 Foreign and unusual (异乎寻常)。
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策略(3)：依据下定义、作解释猜测词义
在说明文和科技文中运用下定义或解释概念的方法来定义或诠释某一名词或概念是阅读理解的又一特点。在文章顺序上常采用先总后分(即先定义后解释)或先分后总(即先说明后结论)的叙述方式。常用的信号词有： be defined as(被定义为),
be called (被称为),
mean/ refer to(意指， 是)。
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例６[2011·安徽卷] 节选 George Prochnik would like the world to_put_a_sock_in_it. He makes his case in a new book, Listening for Meaning in a World of Noise. Here he explains himself (using his indoor voice)： “We've become so accustomed to noise, there's almost a deep prejudice against the idea that silence might be beneficial. If you tell someone to be quiet, you sound like an old man. But it's never been more important to find continuing quiet. Silence focuses us, improves our health, and is a key to lasting peace and satisfaction.” 第三模块
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()What does the phrase “to put a sock in it” in Paragraph 1 probably mean? A．to be quiet
B．to be colorful C．to be full of love D．to be attentive to someone 第三模块
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【解析】 A 词义猜测题。本题是根据结构上的“总——分”关系猜测词义。文章首句先表明观点， 然后进一步清楚地分述自己的观点——没有噪音， 我们会专注生活中各种美好的声音。再结合上下文可以看出George Prochnik是反对噪音的， 所以他应该是喜欢安静的， 故答案选A。 第三模块
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策略(4)：依据逻辑推理猜测词义
运用逻辑推理猜测词义是使用最广、考查最多也最易失分的猜词方式。这要求考生具备整合分散、复杂信息的能力， 充分利用上下文中相关的词汇信息并结合具体的语境， 从形式和内容上把握语言之间的内在联系， 理顺语言之间的逻辑关系， 进而达到猜词的目的。常见的逻辑关系有：因果关系、同位关系、对比关系、转折关系等。
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例7 [2011·四川卷]
节选 So what drives me to roll out of bed at 5：00 a．m.? What gives me the reason to just say no to ice cream? Commitment. A commitment to change my life with a way that reduces daily anxiety, increases selfconfidence and energy, extends life and
above all improves my body shape. ()What does the underlined word “commitment” in the last paragraph mean? A．Good health.
B．Firm belief.
C．A strong power.
D．A regular habit. 第三模块
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【解析】 B 词义猜测题。本题是根据解说关系猜测词义。从文中 “A commitment to change my life with a way that reduces daily anxiety, …above all improves my body shape.”可知， “减少焦虑、增强信心……改变体型”即不定式部分是修饰commitment的， 结合文意可推断出commitment意为“坚强的信念”， 故选择B项。本题容易受字面意思的干扰误选C项。 第三模块
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例8 [2011·天津卷]
节选
Ultimately, as Nancy points out, the level of success is not measured by how many people read a book, but by how many people are enriched by the process, or have enjoyed speaking to someone with whom they would not otherwise have shared_a_word. ()The underlined words “shared a word” in Paragraph 5 probably mean
________. A．exchanged ideas with each other
B．discussed the meaning of a word C．gained life experience
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【解析】 A 词义猜测题。本题是根据同义句的转换猜测词义。由语境可知， 该短语就是对此句中的“enjoyed speaking to someone”的另外一种表达， 故选择A项。 第三模块
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策略(5)：依据替代词猜测词义
使用指代词 it, they, them, one(s), these, that 或 the other(two…) 等指代上下文中词汇或句义是猜测词义题的另一种形式。
策略(6)：依据例证猜测词义
采用事实说理(即例证)以加强观点的说服力或使观点更加明朗清楚是阅读理解中的常用手法。借助例证获取更多信息， 即可实现猜词的目的。常用的例证信号词有： like/for example/for instance/such as; include/consist of 等。
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此外， 运用语法和常识也可以达到猜词的目的。英语构词法给英语语言创造了丰富的词汇源泉， 因此掌握构词规律是达到猜词目的有效捷径。这种猜词策略主要包括：
策略(1)：依据词性变化猜测词义
英语语言的词性变化是非常灵活的， 如名词动化、动词名化等， 阅读时要充分抓住这一特点， 从而准确地猜测词义。
策略(2)：依据词义变化 (词义引申) 猜测词义
英语语言除了词性活跃的特点外， 其词义的变化也是非常活跃的。同一个词在不同的语境中其词义也会发生相应的变化， 即所谓的词义引申。
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策略(3)：依据词的派生和合成猜测词义
派生法是英语构词法中最主要的构词方法， 它由词根、前缀或后缀组成。如：前缀 dis， im， ir， un 可以构成反义词；后缀 less 也可以构成反义词。遇到合成词时，在正确理解两词的基础上应结合原文来把握两词之间的关系， 从而准确地猜测词义。 第三模块
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探究点四 推理判断型
推理判断试题属于高层次阅读理解题。这种题型包括判断题和推理题。这两类题常常相互依存， 推理是为了得出正确的判断， 正确的判断又依赖于合乎逻辑的推理。做好该题型要从整体上把握语篇内容， 在语篇的表面意义与隐含意义、已知信息与未知信息间架起桥梁， 透过字里行间， 去体会作者的“弦外之音”。推理判断题常常可以分为如下几类：(1)细节推断。如时间、地点、人物关系等；(2)逻辑推断。根据已知的结果推断导致结果产生的原因；(3)目的、意图、态度推断。根据文章的论述， 推断作者的写作目的以及作者的情感态度；(4)预测想象推断。文章没有明确说明， 要求根据语篇对文章可能涉及的内容进行预测和判断。 第三模块
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1. 推理判断题的主要设题方式有：
(1)It can be inferred from the passage (or the last paragraph) that…
(2)It can be learned from the passage (or the last paragraph) that…
(3)It can be concluded from the passage (or the last paragraph) that…
(4)It implies that…
(5)Where would you most probably find this passage?
(6)What would the author most likely continue to talk about in the next paragraph(s)?
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2. 推理判断题的主要解题策略有：
(1)根据不同文体， 推断目的意图。不同的文章可能有不同的写作目的， 通常作者的写作目的有以下三种：①to entertain readers(娱乐读者， 让人发笑), 常见于故事类的文章。②to persuade readers(说服读者接受某种观点)，常见于广告类的文章。③to inform readers(告知读者某些信息)多见于科普类﹑资讯报道类﹑文化类或社会类的文章。高考阅读试题涉及各类文章， 以议论文为主， 文章的主题句、核心句往往会直接或间接地表明作者的态度或立场；阅读理解中也有说明文、记叙文。前者因为其体裁的客观性， 所以作者的态度也往往采取中立。而后者因为其文章观点往往不直接提出， 而且作者写作时也常带有某种倾向性， 所以， 阅读时要善于根据文章的体裁来学会推断作者的情感态度和目的。 第三模块
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(2)根据用词风格， 推断情感态度。一篇好的文章， 其用词风格常常直接流露或蕴含作者的内心世界和情感态度。所以阅读时要善于捕捉表达或暗示情感态度的词句或短语， 捕捉那些烘托气氛， 渲染情感的词句， 进而很好地洞察作者的思想倾向。对于选项而言， 要分清选项中的褒义词、中性词和贬义词， 以此对照全文。如：①表示褒义的词语：positive(赞成的); supporting(支持的); praising(赞扬的); optimistic(乐观的); admiring(羡慕的); enthusiastic(热情的)等；②表示中性的词语：uninterested(无兴趣的， 不感兴趣的); neutral(中立的)；impersonal(不带个人感情的)；subjective(主观的)；objective(客观的)等；③表示贬义的词语：disgusted(感到恶心的， 厌恶的)；critical(批评的)；negative(否定的， 反对的)；suspicious(怀疑的)；worried(担忧的)等。
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(3)根据写作思路， 推断段落发展。不同的体裁， 写作思路和写作手法也不尽相同。做题时， 要善于体会作者的写作思路， 揣摩作者的谋篇布局， 从宏观上左右文章的结构框架；同时， 还要把握作者行文时所运用的手法， 如对比、举例、下定义等。通过梳理写作思路， 明晰写作手法， 即可对文章的发展作出比较科学合理的推断和预测。
(4)根据事实细节， 推断合理信息。推理题要求在理解表面文字信息的基础上， 作出一定判断和推理， 从而理解文章的隐含意义和深层意义。推理题所涉及的内容可能是文中某一句话， 也可是某几句话， 但做题的指导思想都是以文字信息为依据， 既不能做出在原文中找不到文字根据的推理， 也不能根据文字信息做多步推理。也就是说， 要做到判断有据， 推论有理， 忠实原文。切忌用自己的观点代替作者的本意， 切忌片面思考， 得出片面结论。 第三模块
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例9[2011·浙江卷] 节选
In the more and more competitive service industry，it is no longer enough to promise customer satisfaction.Today，customer “delight” is what companies are trying to achieve in order to keep and increase market share.
It is accepted in the marketing industry，and confirmed by a number of researches，that customers receiving good service will promote business by telling up to 12 other people；those treated badly will tell their tales of woe to up to 20 people.Interestingly,80 percent of people who feel their complaints are handled fairly will stay loyal. 第三模块
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New challenges for customer care have come when people can obtain goods and services through telephone call centers and the Internet.For example，many companies now have to invest (投资)a lot of money in information technology and staff training in order to cope with the “phone_rage”—caused by delays in answering calls，being cut off in midconversation or left waiting for long periods.
“Many people do not like talking to machines，”says Dr.Storey，Senior Lecturer in Marketing at City University Business School.“Banks，for example，encourage staff at call centers to use customer data to establish instant and good relationship with them.The 第三模块
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aim is to make the customer feel they know you and that you can trust them—the sort of comfortable feelings people have during facetoface chats with their local branch manager.” Recommended ways of creating customer delight include：underpromising and overdelivering (saying that a repair will be carried out within five hours，but getting it done within two)；replacing a faulty product immediately；throwing in a gift voucher (购物礼券)as an unexpected “thank you” to regular customers；and always returning calls，even when they are complaints. 2017届高三英语二轮复习精品课件（湖北专用）：第3模块 阅读理解 模块综述 第三模块
阅读理解
考纲解读 第三模块
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“侧重提高阅读能力”是高中英语教学大纲的明确规定。纵观近几年的高考英语试题，我们不难看出，阅读理解是高考考查的重点，自始至终占着主导地位。阅读理解能力属于语言的领会技能。包括对书面语言的识别、理解、推理、判断和快速记忆等几个方面。不仅仅涉及语音、语法、词汇这些语言因素，还涉及非语言因素，即：阅读者对目标语言所在国家的社会和文化背景知识的掌握、对所读材料内容的熟悉程度、个人经历、生活常识、逻辑知识和语言修养等各方面。 命题分析 第三模块
│ 命题分析
历年高考试题中阅读理解命题特点和规律如下：
1. 内容生活化
阅读理解所选的材料均来源于实际生活，