How do we know that Jackson had a human face to his strict appearance?

Dear Student,
Please find below the solution to the asked query:

Jackson was a senior prison officer on D wing, and he and Evan had become warm enemies. Though he behaved as a tough war veteran very strict with Evans, buried somewhere was a tiny core of compassion. This Evans used to convince hin to let him retain his bobble hat by saying that it was his lucky charm. Jackson managed to take away everything that might have helped Evans injure himself, except his hat, which was crucial item for his escape.

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