Mrs. Nichol is trying to explain to her son that everyone has bad hair days and it's not the end of the world. Jack refuses to leave the house because he knows the humiliation he will endure will go on for months. This shows an example of:.

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An informal structure in a bureaucracy would be something like so-called "office politics". where there's a formal structure set up for the organization, but then an informal subculture as well that has a way of organizing the bureaucracy further. this can be positive because it sets up an added degree of organization, albeit informal, within the bureaucracy.