I'm

people!

Oh! I actually know this!

If the writer is an older person who trained on a typewriter and not a computer, quotation marks like that are the equivalent of italics

probably but also they may be actually quote someone without the speech markers

"Terribly upset" I could see as being a direct quotation from someone when asked how their employees were feeling, but the first one is confusing.

yeah

If they were directly quoting someone they should have said who they were quoting instead of vague attributions in both cases

should have yes!