Final answer:
Albert is using surface acting as a technique to manage his emotional expressions at work, which involves feigning emotions without altering his true internal feelings.
Step-by-step explanation:
Albert is using surface acting to perform his emotional labor at work. Surface acting involves displaying emotions that one does not really feel, or simulating those emotions that are deemed appropriate in a particular situation. Unlike deep acting, where the individual attempts to feel the emotion they are displaying, surface acting doesn't involve changing the internal feelings but rather changing the outward expression.
In the context of Albert's job, when he doesn't feel like smiling but does so anyway because it's a job requirement, he's engaging in surface acting. This technique is a part of emotional labor, which is a term used to describe the process of managing feelings and expressions as part of the workforce. It is common in customer service roles where workers are expected to display certain emotions to make customers feel welcome and satisfied with the service.