If a person's behavior does not change after hearing a rule, but changes once contact has been made with the immediate contingency, then that behavior is:

 contingency-shaped behavior

Contingency-shaped behavior is that which has been reinforced (or weakened) in settings by the immediate and direct effect of consequences in those settings. It Involves immediate consequences for acting in a certain way and is normally strengthened progressively through trial and error

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.

where is the passage