IICT Culture DeckA Reference Guide to our Purpose,

Responsibilities and Values

Our PurposeTo Recognise, Unite and Inspire Every Therapist Throughout the World

We believe company values are expressed through its people. They represent the behaviours and skills we appreciate.

When employees live by these values, the company as a whole becomes a thriving hub of activity, expansion and prosperity.

We offer recognition and rewards, or coaching where needed, to ensure all employees live consistently by our values. IICT shows its appreciation by offering team members promotions, bonuses

and expansion within the company.

OUR VALUES

FUNExperiencing work as play

CONTRIBUTIONDelivering value to the

lives of people

TEAMWorking powerfully together through authenticity

ACCOUNTABILITYTransparency creates extraordinary results

TeamWorking powerfully through authenticity

What does this mean?

• Being real and having genuine conversations• Working together to achieve our best results• Being present with ourselves and each other

FunExperiencing work as play

What does this mean?

• Bringing joy to work each day• Having fun with our customers and each other• Understanding that play makes work more fun

ContributionDelivering value to the lives of people

What does this mean?

• Always striving to improve• Doing our best work each day• Contributing to people through service

AccountabilityTransparency creates extraordinary results

What does this mean?

• Doing the right thing• Being congruent by keeping our word• Being honest and demanding it from others

Our Primary OfferingIICT offers Natural Therapists an easy solution; cover all your modalities under one roof and access a discounted insurance

policy. The bonus is you also become part of a like-minded community which gives you International credibility and a sense

of belonging.

Our MantraCherish our People

What does this mean? Put simply, be kind, considerate and look after our customers

and fellow team members. When we cherish others we bring real meaning to our lives

and have more opportunity to help others, which in turn, helps ourselves.

Notice and Appreciate Each Other Doing Something RightWe celebrate our collective and individual wins - when you notice anyone going above and beyond this is a note worthy action, worthy of stars. Stars are what we give each other as rewards and are converted to bonuses. You can’t give yourself stars, only by being an example do your peers openly acknowledge and reward you.

We Live as a True MeritocracyGreat ideas are adopted and rewarded.

Our Idea of the Month is where you get to shine and help co-create and propel the company forward. If your idea is selected

you win the ideas trophy, the team member with the most winning ideas, in a 12 month period, receives a company paid

overseas return flight.

Are We a Family or a High Performance Team?

We are not a family business, we are a team business, a family member might be difficult but we put up with bad behaviours because they are family. At IICT we are like a pro-sports team

and have star players in all the right positions.

We are loyal to our team, our ability to focus and rise above personal and professional challenges is important.

Work Smarter,Not HarderUse your energy wisely and start working smarter instead of harder by first asking yourself - is there a more effective way to get to the desired end result?

Behave Like an OwnerValue the Business as if it were your own. Be self motivated,

self aware, disciplined and take initiative.

Think: What is in the best Interests of IICT?

Simplify and Be CreativeAs we grow, add simplicity, not complexity and loads of rules, improve or re-create new systems that help automation. Keep processes on track, maintain a good routine throughout your work day and take regular breaks to keep refreshed and stay

inspired.

The IICT PrinciplesThe following are our Team’s Core Principles that hold us all accountable in the IICT business:

Integrity is what happens when no one is looking.Be integral and demand it from others.

If you need to say something, say it to the person concerned.Be radically transparent; share your thoughts and ideas.

Be honest in all that you do.Work within the principle of meritocracy, the collective best ideas are actioned.

Be loyal to the common mission and goals of the company.Never lose sight of your reason for working in the company.

Live your work-life fully aligned to the purpose andvalues of the company and hold yourself accountable.

Serve our customers and make decisions with the benefitof the customers, team and business in mind.

Remember that mistakes are a natural part of business evolution,fail well and learn fast so the failure never occurs again.

Think continuously, how can I optimise, automate or systemise this process.Keep an open mind, and bring positivity to all your communications.

Collaborate to bring out the best in each other and to get the job done well.Choose your attitude in each moment and with each new interaction.

Be present and have fun with our customers.Every day is day one, be humble and have a beginner’s mind.

It’s All About theCustomer ExperienceWe create great customer experiences by keeping our customer service promises.

Our 5 Customer Service PromisesTo Create Positive Customer ExperiencesTo Celebrate our Customers Uniqueness

To Have Fun with our CustomersTo Solve our Customers Needs

To Give our Best Every Time

The Four ContemplationsChoose your Attitude – It’s always your choice

Have Fun – Connect with each other and the customer

Make their Day – Make customers smile and be memorable

Be Present – Engage with your team and customers

Our VisionTo contribute to the lives of therapists throughout the world by cultivating credibility, trust and belonging

We Invest in Great PeopleA great employee is worth 3 good employees.

What does Success mean for IICT?Continuous success, both in revenue and profits as well as

reputation, team and customer happiness.

Fail Fast but Learn FasterThis means to try new ideas and adjust course early if your ideas fail. The more times we fail and catch it early, the more we pivot

to success.

Strive For Greatness In Your WorkNever give up in your pursuit for greatness.

Think big, go above and beyond and give the best of yourself each day.Like Thomas Edison, who failed 1,000 attempts to make a light bulb;

relentlessly try out new ideas, experiment and fail small and often until you achieve your desired goal.

Build TrustDo this by delivering on your promises, be congruent in what you say and do. If things change, communicate these directly, be accountable to yourself and hold

others accountable to their promises.

Use TROPS for Clearer Communication and Problem Solving

What is TROPS? – It’s an acronym created by one of our team members to encourage clearer communication, avoid interruptions to work flow and structure communication.

T – Timing: Assess whether it’s an appropriate time to ask for help.R – Request: Ask to discuss the issue or arrange another time that would be better.O – Overview: Outline the presenting issue. Be brief, this is just an overview.P – Problem: Explain the specific details of the problem.S - Solve & Support: Share your own thoughts for a solution and if necessary, ask for support and plan one together.

It’s All in the DetailsFollow through on the details, check your work and

be thorough and accurate.

Deliver Huge Value to Our CustomersFind a happy medium to make the customer happy without

compromising the company values. Give freely with intelligence. Think from the customer’s perspective and balance it with the company’s

point of view. Solve problems, seek to understand the customer, educate them, be kind and communicate clearly to find the best solution

for all concerned.

Keep FocusedFocus is a discipline, where possible stay

on task and dive deeply into it. Focus helps you achieve your goals and steadily

moves you forward. Follow your plan, prioritise your tasks and keep the end

result in mind.

Ask Yourself: Is what I’m doing aligned with the company’s singular goal?

Plan Your DaySpend the first 10 minutes planning what you need to do; what’s urgent

and what’s going to bring the best result for the business.Sort your ‘to do’ list - priorities first.

Ask yourself: What is most important? What can I delete? What can wait? What can I delegate?

Know your KPI’sKPI’s are your Key Performance Indicators

These fall into 3 categories:1. Systems2. Speed of Response3. Ticket Resolution (how quickly problems were resolved)

Be Accountable and Expect it From OthersBe accountable for your outcomes. Accountability of the outcomes is your responsibility, you can ask for help or delegate tasks if need be.

The 7 Steps to a Self–Fulfilling Prophecy for Success:

1. Clear Communication – Expectations, responsibilities, desired outcomes and consequences.2. Direction – Encourage and guide to the desired outcomes.3. Be Solution Focused – Find solutions to obstacles and learn from them.4. Shared accountability – Be responsible for your tasks, work together for the desired outcome.5. Take pride in your work and be accountable for the outcomes.6. Share milestones and metrics so there’s transparency, celebrate victories together along the way.7. Instant feedback – Recognise a job well done, everyone wins!

Keep it SimpleAsk:How can I simplify this process?Do we need this level of complexity?How can we make this more streamlined and intuitive?

Keep it Simple in 4 Steps1. Follow a policy of less is more. Only share what is relevant.2. Share through images and videos over words. 3. Keep it professional.4. Ask yourself: Is it authentic, timely and consistent?

The 6 ways to Simplify the Business1. Re-evaluate – The 3 D’s: Do, Delete, Delegate.Know the difference between important and urgent. What’s unimportant and not urgent, delete it. If it’s important but not urgent, Do, Delete, or Delegate.2. Prioritise - Change from a to do list and make a Most important tasks list. Set a max of 3 items you want to complete today and do these first – one thing at a time.3. Cut Distractions - Turn off social media, email notifications and sound alerts, put away your mobile. Do one task without interruptions, 30-minute sprints.4. Use tech to simplify tasks – Set up email templates for repetitive replies and refine systems to make things simple.5. Outsource and delegate - What could we outsource to simplify our systems and operations to make things easier?6. Unplug - Take a break, stretch and clear the clutter. Delete files you don’t need, keep your desk clean and tidy, clear your inbox. Unsubscribe from unneeded email lists and mark as spam to unclutter the inbox.

Share Good NewsShare relevant positivity, testimonials and positive feedback with each other, make it a group hug.

Embody BrillianceBy following these simple principles and applying these into our work life we will embody brilliance that will shine for the world

to see.

And that is a goal worth striving for.