Business
We don't know how to behave in the office anymore, bosses say. The solution? Charm school
You walk into the office kitchen to heat up your lunch and are greeted by a mess. Your co-worker Bridget has left the communal area in disarray — again.
You’re frustrated. Where do you go from here?
Do you shame Bridget and make her feel bad? That might make you feel righteous in the moment, but is that actually helpful? Are you helping to improve your workplace — and most important, ensuring a clean kitchen the next time — by unloading on her? What’s the end goal here?
This is a hypothetical scenario, one used frequently by business etiquette trainer Kate Zabriskie as she helps office workers and managers think through best practices for harmonious and productive workplaces. But workers throughout the U.S. are dealing with their own Bridgets every day — or are one.
As companies increasingly recall workers to the office, employees and managers alike are finding that the pandemic made us all a little rusty with in-person conduct. Co-workers are too loud at their desks. People are on their phones during meetings. Shaking hands is no longer a given. Small talk at networking events is … awkward.
Bosses’ solution to this stilted behavior? Charm school.
Business etiquette instructor Theresa Thomas works with student Tran Phat Chau to teach the proper way to hold utensils while cutting food during a dining etiquette class for students from Irvine Valley College.
(Gina Ferazzi / Los Angeles Times)
More than 6 in 10 companies will send their employees to office etiquette classes by 2024, according to a July survey of 1,548 business leaders by ResumeBuilder.com.
“It’s a shifting environment,” said Zabriskie, president and owner of Maryland-based Business Training Works Inc., a workplace etiquette and soft skills firm that has recently gotten more requests from companies for basic civility training. “We’re all coming back together. We want to … make sure we have a shared agreement about what’s acceptable and what’s not acceptable in the workplace.”
Before the pandemic, the Swann School of Protocol would go out to workplaces about once or twice a month to help train staff on business etiquette. Now, it gets four to six requests a month, said Elaine Swann, founder of the Carlsbad-based training institute.
“The soft skills that are necessary to have a harmonious workplace were not being used” when everyone was home working in their pajamas, she said. “Utilizing those skills is almost like a muscle. If you’re not using that muscle, it can become weak.”
Business etiquette training can include a wide variety of topics — professionalism in the office and on Zoom, giving feedback, proper dress code, remembering names and how to conduct oneself during a business lunch.
On a recent weekday, a group of Irvine Valley College students dressed in their professional best gathered at an Italian restaurant to learn how to navigate a multi-course business meal with savvy and finesse. In hushed tones and with minimal clinking, the students handled the multiple utensils, broke off small pieces of bread to butter and resisted the impolite urge to blow on their hot soup.
The fine dining class was the last lesson in their course on business etiquette. The students are in the Guaranteed Accounting Program, or GAP4+1, a partnership between Irvine Valley College and Cal State Fullerton that sets up participants to get associate’s, bachelor’s and master’s degrees in accounting in five years.
Student Simran Bhogle learns the proper way to eat soup during a dining etiquette class for accounting students from Irvine Valley College and Cal State Fullerton at Il Fornaio restaurant in Irvine.
(Gina Ferazzi / Los Angeles Times)
So much of accounting involves face-to-face contact with clients, or at a minimum, extensive interviews with employers to get a job. It’s why Irvine Valley College has placed so much emphasis on this business etiquette course, which a school representative said turns students into highly recruited “diamonds.”
Kevin Nguyen, 32, an Irvine Valley College sophomore, said previous lessons on professionalism taught him the importance of introductions and proper business attire — key components he plans to use in future interviews.
“When you come from high school, there’s no formalities. It’s very informal,” said Nguyen, who previously worked as a high-class server, caterer and driver before deciding to go to school for accounting. “I think this course makes me stand apart. There’s not really any classes that teach you how to be business professional.”
In a recent survey on office decorum, nearly 75% of respondents said they’d take advantage of business etiquette courses if they were offered by their employer, including 93% of Gen Z survey respondents.
Common complaints from hybrid and in-office employees included loud talking, office gossip and not being prepared for meetings, according to human resource consulting firm Robert Half. (The meeting etiquette faux pas also included arriving late and dominating the conversation.)
To be clear, bad behavior didn’t start with the pandemic. There have always been messy kitchens or loquacious colleagues. And to some extent, workers may have gotten used to solitary setups at home and are now less tolerant of typical office distractions such as crunchy chips or co-worker chatter.
There are also more serious workplace issues that etiquette training won’t fix.
Some ResumeBuilder etiquette survey respondents mentioned other topics of interest, including “what conversation isn’t acceptable,” that “discussion of political standpoints and/or religion is discouraged” and that every person should be treated “equally and fairly.”
Such diversity, equity and inclusion training or anti-harassment courses are outside the purview of most business etiquette classes and are typically handled through a company’s internal HR department, specialized cultural sensitivity experts or law firms. But related topics can sometimes come up.
Nisha Trivedi, founder of NishaTri business etiquette training, said she got a question during a training session last spring about how to respond to a microaggression. She encouraged the person to pose a neutral question, such as “What did you mean by that?” to give the other person the benefit of the doubt, while also not letting the comment go.
“That would give the person a chance to respond either with their sincere meaning, or to acknowledge an issue with what they previously said,” Trivedi said.
Annoying or off-putting office behavior can be costly to employers already struggling with retention or recruitment in the still-tight labor market.
“If somebody isn’t fitting into a culture — and that can be because of some of these workplace habits — they often become unhappy,” said Alexandra Von Tiergarten, district president of Robert Half, who is based in Los Angeles. “And an unhappy worker doesn’t want to stay.”
Business etiquette firms say requests are coming from all sectors — engineering, insurance, luxury car dealerships, healthcare, finance and even architecture.
Corrugated box manufacturer New-Indy Packaging decided to enroll sales employees in a business etiquette class after managers saw a representative give a lackluster presentation during a business trip. The Cerritos firm’s sales representatives went through six three-hour training sessions to polish up their skills in professional presentation, proper attire, attending lunch meetings and client interactions.
“There isn’t one session that didn’t open the eyes of our employees,” said Brad McCroskey, executive vice president of sales.
Interpersonal conduct is also a major topic of training.
Uncertain about handshakes because someone once left you hanging at a business event? Next time, confidently extend your hand and make eye contact. If the other person declines because they’re not comfortable, bring your palm to your heart and say, “It’s good to meet you,” which shows respect and avoids dangling hands, said Becky Rupiper, a longtime senior training and image consultant with Des Moines-based firm Tero International.
Trouble with networking skills? Small talk is a popular topic of training, as is how to get out of a conversation you no longer want to be a part of. (“There’s a whole template to that,” Rupiper said with a laugh, but did not divulge.)
Deciding what is “professional” for each workplace is another major issue.
Office kitchens often are the source of drama. This one, at the Oakland corporate offices of secondhand clothing reseller ThredUp, looks tidy.
(Paul Kuroda/For The Times)
Returning to the office means a return to kitchen drama, as with the hypothetical Bridget — burned popcorn wafting its pungent odor throughout the office, constantly full dishwashers, or paper towels piling up on the floor because there’s no trash can nearby.
How does each workplace want to define what is and isn’t OK? How does that work when that extends to dress code or even open-door policies?
It’s discussions like these that Zabriskie helps facilitate for her clients. She and her team will meet with employees and managers at a company, break down what professionalism means in that particular workplace and identify behaviors that support that idea.
The price of these classes can range from $4,100 for an in-person, half-day program with a handful of people that doesn’t require Zabriskie or her team to travel far from their home bases (she also does business in California), to $7,850 for a full-day class with 36 people. The average price of a class is $6,500.
The classes don’t teach anything so mind-blowing that couldn’t be read in a book, she said, but they do help flatten the learning curve so what may have taken six months to figure out on your own is addressed instantly.
Students learn the proper way to hold utensils during a dining etiquette class. The accounting students from Irvine Valley College and Cal State Fullerton hope the fine dining skills will help when entertaining clients.
(Gina Ferazzi / Los Angeles Times)
Another big topic — best communication practices among different generations.
“We all have value,” said Lisa Richey, founder of the American Academy of Etiquette, who is based in Raleigh, N.C. “That’s kind of an underlying theme with dealing with multiple generations.”
To help workers of different generations understand one another better, Richey has her clients play a game in which people fill out a worksheet with their favorite candy bars, favorite movies of their time or popular styles or hairdos. It usually elicits a lot of laughter.
“If there’s somebody from a Baby Boomer generation, then they like it when you stand up and shake their hand and show respect. That’s meaningful to them,” Richey said. “Whereas another generation wants a text and wants it quick and that’s it. So we talk about the benefits of knowing all the different generations and how they like to be communicated to.”
Part of the push for training is to help people get comfortable with going back into the office, and for everyone to realize that this takes some sensitivity, said business etiquette instructor Theresa Thomas, who taught New-Indy Packaging employees and the Irvine Valley College students and has more than 20 years of experience in the field.
“People have made major changes in their life,” she said. “Many of us have gone through difficult things. It’s important to have an increased ability to have empathy and be more caring.”
Business
Commentary: Puncturing the myth of Alan Greenspan, whose policies gave us the Great Recession
Noah Cross, the archvillain of the movie “Chinatown,” had the definitive line on how old age brings respectability. “‘Course I’m respectable,” he tells Jake Gittes. “I’m old. Politicians, ugly buildings and whores all get respectable if they last long enough.”
I wouldn’t necessarily slot former Federal Reserve Chairman Alan Greenspan into any of those categories, but the general reaction to his death Monday at age 100 puts the lie to Cross’ observation.
As much as he was revered during his nearly two decades as Fed chairman for protecting the stock market from a series of crashes and near-crashes, his obituaries take a more measured view. The headline on the Wall Street Journal’s main take on his legacy is: “The Myth of Alan Greenspan as ‘The Maestro.’”
Stripped of its academic jargon, the welfare state is nothing more than a mechanism by which governments confiscate the wealth of the productive members of a society to support a wide variety of welfare schemes.
— Alan Greenspan, writing as an Ayn Rand cultist (1966)
The Journal blames Greenspan for fostering “the great credit mania of the mid-2000s” and observes that “the music stopped in 2008, producing the panic that did so much harm to the free-market economy that Greenspan promoted.” That was the Great Recession, which started with the 2008 crash in the housing market and persisted into 2012.
That is from a publication that was more or less in accord with Greenspan’s goals of less regulation and lower taxes. His contemporary adversaries were harsher. “R.I.P. Alan Greenspan: You were charming, thoughtful, powerful, and wrong,” writes Robert Reich, who served as Bill Clinton’s Labor secretary while Greenspan led the Fed.
The Great Recession, “in which in which millions of Americans lost their jobs, their savings, and even their homes — resulted from the deregulation of Wall Street that Greenspan advocated,” Reich wrote. But he had to admit that Greenspan’s “iron grip” over Fed policy forced Clinton “to do exactly what Greenspan wanted — which was to reduce the federal budget deficit and thereby destroy much of the agenda Clinton ran on.”
It would be unfair to depict Greenspan’s influence as invariably pernicious. Social Security advocates still think highly of his work chairing the so-called Greenspan Commission of 1982-1983, which developed a series of changes in benefits and revenues for that program to address a looming, immediate fiscal crisis.
Greenspan led the bipartisan panel “masterfully,” recalls William J. Arnone, the former chief executive of the National Academy of Social Insurance, who witnessed its deliberations as a consultant to the New York Citizens Committee on Aging.
Before the commission’s formation, “Republicans and Democrats fiercely disagreed over underlying data,” Arnone told me. “Greenspan used his expertise as an economic empiricist to convince both sides to agree on a singular, shared set of actuarial facts. Quite an accomplishment.”
To the public, Greenspan was known for his impenetrably cryptic speaking style and for the relative tranquility in the American economy during his tenure, which has been termed “the great moderation” despite recurrent short-term crises.
Greenspan was the second-longest serving Fed chair. But he may have had the weirdest background. Having grown up in an affluent New York household, he was talented enough on clarinet and saxophone to have sat in with Stan Getz’s band and attended Juilliard for a time.
He began his economics education in 1945 at New York University and got as far as a master’s degree, but by then he was already working on Wall Street, where his skill at financial analysis propelled him toward the top echelons of high finance.
Somewhere along the line he fell in with the arch-libertarian Ayn Rand, becoming part of her inner circle of economic cultists. Referring to his dour mien and predilection for charcoal gray garb, Rand called him her “undertaker.”
Greenspan provided a veneer of rigorous economic analysis for Rand’s ideology, which lionized the rich and described them as fighting a ferocious battle with the lazy and grasping hoi polloi. He contributed three essays to her 1966 anthology “Capitalism: The Unknown Ideal.”
His association with Rand was seldom highlighted during his Fed tenure, but even a casual reading of those essays exposes the Randian underpinnings — and the Randian self-contradictions — of his Fed policies.
One essay defended the gold standard, which had been discredited in the 1930s. Greenspan blamed “welfare-state advocates” for the developed world’s abandonment of the gold standard.
He wrote, “Stripped of its academic jargon, the welfare state is nothing more than a mechanism by which governments confiscate the wealth of the productive members of a society to support a wide variety of welfare schemes…. Gold stands in the way of this insidious process. It stands as a protector of property rights” — language that could have come right out of the text of Rand’s “Atlas Shrugged.”
Another essay called for the dismantling of government regulators such as the Food and Drug Administration and the Securities and Exchange Commission. Greenspan’s argument was that the consumer was adequately protected by the businessman’s profit-seeking, which in turn depended on maintaining a reputation for honesty and fair-dealing.
For drug companies, he wrote, “the loss of reputation through the sale of a shoddy or dangerous product would sharply reduce the market value of the drug company.” The same goes for securities brokers — “The slightest doubt as to the trustworthiness of a broker’s word or commitment would put him out of business overnight.”
One might ask what inspired Greenspan’s faith in, well, the faithfulness of business enterprises, given centuries of proof otherwise. Anyway, he refuted his own argument. “The guiding purpose of the government regulator is to prevent rather than to create something,” he wrote. “He gets no credit if a new miraculous drug is discovered by drug company scientists; he does if he bans thalidomide.”
He didn’t bother to question why his trustworthy drug companies had tried to market as a morning-sickness drug in the U.S. a formulation that already had been shown to produce severe birth defects in the children of mothers who took it overseas. (American families were largely saved from this tragedy by Frances Oldham Kelsey, who blocked its importation as an official of, yes, the FDA.)
To stock market investors, Greenspan’s chief legacy was the “Greenspan Put.” This was an implicit commitment by the Fed to counteract sharp declines in the market by pumping liquidity into the economy through the mass purchase of Treasury bonds.
The term comes from the options market, in which a “put” gives the holder the right to sell the underlying stock at a set price in the future, even if the market price has fallen below that price. In effect, it establishes a floor to the investor’s losses in a downturn.
The Greenspan put first appeared on Oct. 19, 1987, when the stock market suffered its greatest one-day percentage crash ever, 20.47%. Greenspan had been in office for only a few weeks, but his Fed issued a statement promising to inject liquidity into the system and cut interest rates. “We will back you,” he told bankers in a series of phone calls.
In truth, Greenspan had no legal authority to make that pledge. In any event, the market recovered the next day, and the Fed’s image as a willing bulwark against market declines was born.
The problem was that the idea that the Fed would act in a market crisis encouraged ever more flagrant risk-taking on Wall Street.
The harvest was a series of crises, notably the 1998 collapse of the hedge fund Long Term Capital Management, which was founded by Nobel economics laureates to pursue abstruse arbitrage trades. It was brought low by market moves that confounded their projections. LTCM was so deeply embedded in Wall Street trading it had to be saved with a $3.6-billion bailout the Fed orchestrated.
The Greenspan put, like so many other such grand schemes, worked well right up until it stopped working. That moment came in 2008, with a crash and a long, throbbing hangover.
Testifying to Congress in 2008, Greenspan acknowledged that maybe self-regulation, that watchword of his economic worldview, didn’t work.
“I made a mistake in presuming that the self-interest of organizations, specifically banks and others, were such that they were best capable of protecting their own shareholders and their equity in the firms…. Something which looked to be a very solid edifice, and, indeed a critical pillar to market competition and free markets, did break down.”
That, he said, “shocked me.” It was a rare admission of blame by a man who, as my former colleagues Thomas S. Mulligan and Don Lee reported in their Greenspan obituary, had told CNBC a few months earlier that he had “no regrets” about his policies.
Business
Cisco to lay off more than 400 workers in California
San José tech company Cisco plans to cut 471 workers in three Bay Area offices, according to layoff notices filed to a state agency.
The company, which provides networking devices along with other services including video conferencing and cybersecurity, told employees in May that it was going to cut fewer than 4,000 jobs or less than 5% of its workforce.
The notices, processed by the California Employment Development Department this week, provide more details about what jobs Cisco will cut in California.
The artificial-intelligence boom has fueled more investments in data centers, commercial real estate and other areas. But advancements in AI tools have also been reshaping jobs, especially in Silicon Valley, the epicenter of the tech industry.
Cisco’s layoffs in California impacted workers in its San José, Milpitas and San Francisco offices. The company cut a variety of roles in software engineering, product management, design, business operations and other areas, the notices show.
Cisco said it didn’t have anything additional to share beyond what it published in May about its restructuring plans.
Tech companies have been citing various reasons for layoffs including prioritizing investments in artificial intelligence. As workers use AI-powered tools to generate code, words and other content, some executives have said they don’t need as many employees. There’s also skepticism, though, about how big a role AI is playing at companies with a large amount of workers globally.
From January to May, U.S. technology companies announced 123,653 cuts, up 66% from the same period in 2025, according to a June report from global outplacement and executive coaching firm Challenger, Gray & Christmas. The firm said that AI was the leading reason companies cited for cuts but it still isn’t the “jobpocalypse some predicted.”
Meta, Snap, Block, Oracle and Amazon are among tech companies that have announced mass layoffs this year.
Cisco markets itself as a company that “provides critical infrastructure for the AI era” and has benefited from the AI boom, reaching a record revenue of $15.8 billion in the third quarter this year. The company’s net income grew 35% to $3.4 billion year-over-year during that quarter.
Cisco Chief Executive Chuck Robbins told employees in May it’s cutting costs in certain areas while prioritizing other investments. That includes employee use of AI across the company.
He said Cisco will be among winners in the AI era, but that means “making hard decisions — about where we invest, how we’re organized, and how our cost structure reflects the opportunity in front of us.”
As of July 2025, Cisco had roughly 86,200 employees, according to its annual report.
Business
Snap sued by parents of girl who was raped by man she met on Snapchat
Social media company Snap is being sued by the parents of a girl who was raped when she was 12 years old by a man she met on disappearing messaging app Snapchat.
The 111-page lawsuit, filed this week in a Missouri Circuit Court, alleges that Santa Monica-based Snap “enabled and facilitated the grooming, exploitation, and sexual abuse” of the minor who is referred to as “J.F.”
The company failed to disable or warn users about “dangerous” features that predators use on the app to find and abuse their victims, according to the lawsuit.
Missouri resident Gabriel Joel Valentin-Rios, who was 25 years old at the time, raped the girl in September 2021 after she sneaked out of her house, the lawsuit alleges. The parents are also suing the attacker, who pleaded guilty to sexually assaulting the girl and is serving 18 years in prison, according to the Social Media Victims Law Center.
The center and the Holland Law Firm announced Thursday they filed the lawsuit on behalf on the victim’s family.
“This assault did not happen in a vacuum — it happened because Snapchat’s product design made it easy for a predator to reach and manipulate an unsuspecting child,” said Matthew Bergman, founding attorney of the Social Media Victims Law Center, in a statement. “Snap executives have long known that their features create a perfect environment for predators to exploit children, yet they have repeatedly failed to make the platform safe.”
A Snap spokesperson said in a statement the company cares “deeply about the safety and well-being of all Snapchatters.”
“Our teams have worked for years to build safeguards, launch safety tutorials, partner with experts, and work with law enforcement to help prevent the misuse of our platform,” the spokesperson said in a statement.
The lawsuit is the latest legal hurdle facing Snap. Multiple parents who lost their children have previously sued the company, alleging that Snap failed to provide enough safeguards on the messaging app. Parents and child safety groups have voice concerns about how the app can be used to connect young people with drug dealers and child predators.
Other tech companies such as gaming platform Roblox, Google-owned YouTube and Facebook parent company Meta have also faced lawsuits over safety and mental health issues.
In March, a Los Angeles jury found that Meta-owned Instagram and YouTube were liable for the suffering of a California woman who alleged the platforms were built to addict young users. Snap settled that lawsuit before the trial started.
The latest lawsuit against Snap highlights safety concerns surrounding several features on the messaging app including “Quick Add,” which suggests users to connect with on Snapchat. Valentin-Rios used that feature to connect with the girl along with others to disguise his identity and groom her into sending explicit photos, the lawsuit said. The company’s “Snap Maps” feature allowed him to find the girl’s home address. And he used a cartoon avatar known as Bitmoji on Snapchat to conceal his age and present himself as a “a young, innocuous, and friendly looking boy.”
Families have faced challenges holding tech companies accountable for safety issues because a U.S. law shields platforms from being held liable for content posted by its users.
The lawsuit against Snap, though, says that it seeks to hold the company liable for the design and marketing of “unreasonably dangerous social media products.” It alleges that Snap co-created content such as Bitmojis abused by child predators and it designed the app to entice users to spend more time messaging others.
The lawsuit accused Snap of consistently turning a “blind eye” to underage users of its app. Snapchat requires users be at least 13 years old to sign up for an account, but J.F. started using the app when she was 11 years old. Snapchat was popular among her peers and friends so J.F. downloaded the app, which was presented as lighthearted and entertaining platform, without her parents’ knowledge or consent. The company failed to warn users about potential dangers, verify the ages of minors and lacks adequate parental controls, the lawsuit alleges.
Snapchat has a “family center” where parents can see their teen’s friends, view time spent and other insights about how their children are using the app. But the lawsuit said it isn’t enough because parents can’t restrict teens from sending private messages and children can create accounts without their parents’ knowledge.
The plaintiffs’ counsel also tested Snap’s “Quick Add” feature in 2023 and found that many of the usernames “generated by Snap’s recommendation algorithm appeared on their face to belong to predatory users,” the lawsuit said.
Valentin-Rios was also able to create a second Snapchat account with the username “Nocits21g” to connect with J.F. and to conceal the activity from his girlfriend, according to the lawsuit.
The rape victim, who was diagnosed with PTSD, anxiety and depression, started to engage in self-harm and expressed suicidal thoughts, the lawsuit states.
The lawsuit seeks a jury trial and financial damages for the harm allegedly caused by the company to the family.
“J.F. feels embarrassed and ashamed, but she is also angry that Snap facilitated this by design, and angrier still that Snap continues to operate its platform in the same manner today,” the lawsuit said.
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