Prialto Handbook 2023

Hey there! We’re the COILS. We represent the core values of Prialto. You can learn more about us on page 30.

Title Title Title Title What’s Inside Your roadmap to Prialto

Title Title Title Title Hello

“Congratulations! Today is your day.

You’re off to great places! You’re on your way!”

So begins a favorite children’s book that contains much wisdom for adults.

You have arrived. In your journey here, you have met numerous Prialtoans. Getting to this point, to your first days at Prialto, means that many of us took a hard look at who you are and jointly determined you have what it takes to grow and to be successful here.

We believe in you.

And now it is time for you to believe in yourself. We will invest in you. And we will ask that you continuously invest in yourself.

So take a moment now, put your feet on the ground. Maybe place your hands at your sides or on your abdomen. Do this for sure if you are new to Prialto and reading this for the first time. But also consider doing this now even if you are a long-time Prialtoan with years of Prialto life behind you and you are thumbing through this handbook for the umpteenth time.

Now take a deep breath and imagine the places you might go.

You are beginning a journey with a growing group of remarkable individuals from around the world. Together with your fellow Prialtoan’s from East Africa, Southeast Asia, Central,

and North America, you will telecommute into some of the world’s most dynamic cities. You will learn to amplify your fellow Prialtoans as they work hard to amplify you. Together we will amplify countless Prialto members, their families, colleagues, and their friends. You will learn about their lives, their businesses, and their geographies. You will broaden your skills as you learn to amplify them.

You will do this while telecommuting into some of the most dynamic economies and businesses on the planet.

Each day can be as varied as your entire Prialto career, bringing surprising opportunities for learning. And your work will be important. In the morning, you may find yourself supporting a venture capitalist in San Francisco looking to fund the next medical breakthrough. In the afternoon, you may help a cyber-security professional in Boston who is focused on preventing nefarious intrusions into the global financial system. Later that day, you may assist a small business owner in Washington DC who coaches some of the most promising future executives in the United States.

Along the way, you will broaden your sense of what’s possible for others and for yourself. That’s because the variety of experiences open to you at Prialto and beyond are endless.

As you master your craft as a knowledge worker, amplifying yourself and your members, you may become a mentor to newer Prialtoans. Maybe you will successfully raise your hand to become a Team Captain, a Team Lead, an Engagement Manager, an Account Executive, or one of our next training professionals. As a leader, you may travel to a faraway Prialto service center to share best practices among Prialtoans in a different country.

Work hard and be curious; You’ll gain the knowledge you seek.”

You are valued at Prialto for your cognitive abilities, teamwork, professionalism, and ability to communicate effectively. You will improve the lives of your colleagues and every Prialto member that you and your teammates support.

Our mission is to “amplify people”.

Prialto will provide you with many tools for doing this, including technology, training on best practices developed from our work with other members, and the support of your teammates and managers. The most important tools you will have, however, are your own thinking, initiative, and desire to learn and grow—the “brains in your head” and the “feet in your shoes.”

As a Prialtoan, you will be an integral part of our members’ businesses, interfacing with both executives and their clients. You will work side-by-side, virtually, with executives as they grow their businesses and their careers. As you move about your day, or into the world beyond Prialto, we invite you to power your own positive amplification by focusing on always leaving a positive wake.

>> What you learn here, and where this Prialto education takes you, is an adventure we are thrilled to share with you.

“

You’re here because you’re talented; You’re smart and unique.

Amplify People

>> Prialto exists to positively amplify people, from every member who uses our service to every person who delivers it. We strive to create a positive ripple effect across the lives of our colleagues, families, and communities.

NOW FOR SOME DEFINITIONS:

Prialtoan (noun) | pri·al·to·an | /ˈPREalTOen/

1. A Prialtoan is someone who embodies the spirit of Prialto. A Prialtoan is positive, proactive, and enjoys boosting personal and professional growth—whether for one’s self, one’s teammates, or one’s Prialto members.

Member (noun) | mem·ber | /ˈMEMbur/

1. A person who belongs to an organization and enjoys both its benefits and its obligations. Prialto members have a right to the best possible service from Prialto. They act with integrity and respect when interacting with their Prialto assistant and team.

WHY DO WE CARE ABOUT AMPLIFYING PEOPLE?

We live in an amazing technology-enabled world. We love technology, especially when it helps humans collaborate and come closer together. Often, though, the increased connectivity we’ve created makes us invisible to each other. Companies have created apps to employ a house cleaner or an accountant without ever meeting them. These online marketplaces celebrate the price pressure they create while anonymizing human workers.

Digital connectivity can foster positive commerce across distant geographies. What’s key, though, is to use technology for enhancing human experiences, not for isolating ourselves from them. Our daily interaction with so many cultures, woven through the digital connectivity we create, should impassion us to make us more, not less, visible to one another.

The executives we support need customized, real-time solutions that software algorithms can’t yet solve on their own. Meanwhile, the most routine call-center work is increasingly done by bots. Amplifying people is about adding human touch where it matters most.

WHAT DO WE MEAN BY AMPLIFYING PEOPLE?

Prialto focuses on a never-ending and dynamic journey to find those places where human insight matters: We deliver in that magical space between your unique insights, our members’ frenzied lives, and the software tools that support them. The connections we form there can deliver wow-worthy moments of increased productivity and humanity in an otherwise oversubscribed and isolating workday.

And these wow moments come right back to us in improved career opportunities and work experiences. Finding ways to deliver value where software can’t yet succeed empowers us by developing the requisite and life-enhancing habit of constant growth and upskilling, securing solid footing in the global workforce along with our ability to support ourselves, our families and our communities.

>> That is the virtuous amplification cycle. That is amplifying people.

1. To make larger, greater, or stronger.

2. To pull forward, develop, or sharpen.

3. To turn up the volume.

About Prialto

“We

love our Prialtoans, that much is true. Our company is made of a whole bunch of yous.”

ABOUT PRIALTO

Remember, Prialto exists to amplify people. That includes you. To amplify is to make something larger, greater, or stronger. To turn up the volume. We amplify our members by freeing them to build their businesses more efficiently, and we amplify ourselves by bringing a growth mindset to work every day. We continuously work to make Prialto a great place to grow for our members and our employees. Growth brings powerful benefits including economic security, career advancement and prosperity that ripples through our families and communities, multiplying growth opportunities and the places you can go in work and life.

1. The set of words, actions, and behaviors that define us.

A CULTURE OF AMPLIFICATION

As a professional services company, culture is at the foundation of everything we do. In that sense culture is our product. It is through our culture that we amplify members and ourselves.

Culture is what ties together the “why,” the “how” and the “what” of amplification. Each one of us who works within or who is served by Prialto contributes to our culture. As a firm, we have seen repeatedly that when we use our heads and our feet to be attentive and deliberate about contributing to our culture, we create growth opportunities for everyone. That’s amplification.

Measuring Amplification

“You want to succeed, and we’re here to help you grow; When you apply yourself, there’s no telling where you’ll go!”

HOW DO WE MEASURE AMPLIFICATION?

For our members, we send a daily survey called the Prialto Daily Review (PDR). We summarize the day’s accomplishments, preview the next day’s work, and ask members to rank the service on a 1-5 scale. The goal is to make sure we are aware of any issues ASAP so we can respond, as well as to let you know when you are doing great.

We do the same with you. We ask you to rate your Prialto experience every day, answering the question, “Has Prialto been a great place to grow today?” on a 1-5 scale. The goal is the same—to know ASAP if you are not having a great experience.

Finally, we survey employee satisfaction every year. There are lots of questions but two stood out on our last survey:

1. I believe my experience at Prialto is preparing me to get a better job.

2. I believe Prialto respects everyone regardless of race, religion, sexuality, or gender expression.

Psst! The answer to question #1 is more than 97%. We love that!

The answer to question #2 is 100 percent. We love that too!

But we never become complacent.

Regardless of how well we are doing, there is always room for improvement. Nearly every day and every year, we find opportunities for improvement, and we take action to realize these opportunities. You will improve yourselves and your teammates, and your teammates will help you to learn and grow too.

History + Fun Facts

“Here’s a little history, some old and some new; You should know our journey, because now it’s your journey too!”

WHERE IT ALL BEGAN...

Prialto was launched by Vithamon (Peg) Pongpairoj Taussig and Eric Taussig in 2009 as Prialto Personal Outsourcing, with the simple idea of providing outsourced administrative services to U.S. executives and businesses from offshore.

Living and working in Asia and Latin America, Eric met countless bright, educated, driven individuals like you. He saw that they were often employed in parts of the BPO industry in which overly routinized work devalued individual potential. At the same time, he knew from experience as an executive that business leaders are swamped with administrative tasks previously done by executive assistants that had vanished from the workforce and were often inadequately replaced by technology. Meanwhile, Peg had successfully built an offshore service center in the Philippines for a large NASDAQ company based in Silicon Valley.

As we launched Prialto, hundreds of virtual assistant services launched that did little more than connect businesses with independent contractors, simply serving as a matchmaker. Eric came to see that:

Customers needed guidance about how to work with an offshore assistant. They valued this knowledge as much or more than an individual assistant assigned to them.

Customers wanted a service that worked predictably well without having to figure out how to make it work. This required a clear onboarding process and the creation of highly packaged services through which the offshore assistants and the customers could establish a common context for effective communication.

Our employees wanted to learn marketable business skills and develop career paths, within or beyond Prialto.

Prialto, the first managed virtual assistant service was born!

Prialto uniquely hires, trains, and develops remote executive assistants for long-term executive support and career development, and manages the service behind the scenes so executives don’t have to.

2009 Prialto launches!

Prialto launches from Silicon Valley as Prialto Personal Outsourcing. A team of four Productivity Assistants (PAs) in Guatemala City provides support to individual professionals and SMBs.

2011 Open service center in Manila

Prialto opens its first service center in Manila, Philippines and attains Prialto’s first enterprise accounts.

2015 Headquarters opens in Portland

Prialto moves its headquarters to the people connection hub of Portland, Oregon.

2017 “Orange Culture”

Prialto’s “Orange Culture” initiative infuses Prialto values into every aspect of the company’s sales and operations.

2018 Prialto doubles in size

Prialto launches the “Escape Velocity Plan” and doubles the HQ team. As a company, we pass 100 global assistants.

2022 Growth in Africa

Prialto opens its first African service center in Nairobi, Kenya.

2022 HQ Growth

Prialto Headquarters moves to their very own office space in downtown Portland.

2021 Continued expansion

Prialto rebrands itself to reflect strong growth in both small business and enterprise accounts. The company grew to over 230 employees, globally.

2020 Adapting to COVID-19

During the COVID-19 crisis we committed to protecting our business and all employees by ensuring:

• Health Security - Everyone works at home until full mitigation is achieved

• Economic Security - No one will lose a Prialto job due to pandemic impacts

• Psychological Security - Management and employees join to maintain an environment of focus, trust, and transparency

Prialto continues growing through the economic downturn to 180 employees, globally. Portland’s Oregonian newspaper designates Prialto as one of the Great Places to Work in Oregon.

WHO ARE OUR MEMBERS?

Prialto amplifies busy professionals and teams. Those individuals come to us from companies large and small, in several industries and countries around the world. By Industry: By Size:

Member Stories

“A tip to remember: All great companies are built on great members”

MEMBER STORIES

You will have the opportunity to make a significant impact on businesses as you support executives and teams.

“Prialto assistants are part of our team. What I love about the service is that it is seamless and requires very little management. The onboarding was effortless, backup PAs for continuity— Prialto has thought of everything.”

ROB GRAHAM

Vice President of Enterprise Solutions at Ascendant, a company revolutionizing global currency exchange.

“Prialto’s service has been a game changer. The PAs have alleviated the workload of our internal executive assistants and accelerated operations. Our CFO was so happy he wanted all of the executives in his group to have a Prialto assistant.”

MATT PAULSON

Development Chief of Staff at CytomX Therapeutics, a biotech company developing cutting edge cancer therapies.

“The work quality is remarkably high. My PA is on top of things, is very proactive, and does what she says she will do. She constantly reaches out to inform us about emails and scheduling changes to get our approval”.

DEREK POPECK

Head of Talent at Zus Health, a company using big data to improve healthcare.

“People were so used to doing administrative tasks themselves, we initially had to train ourselves to delegate to the PAs. But now that they’ve seen their productivity rise, the value is clear.”

JAMES ORSILLO

Partner, CFO, and COO at Underscore VC, a leading Boston venture capital firm.

“Our PAs are fantastic to have on the team and I consider them as much a part of this company as anyone else.”

GEOFF OXNAM

CEO at American Microgrid Solutions, a company that helps communities build sustainable energy plants.

“I can’t tell you how huge the valueadd has been for us. We were concerned that it would take resources to get the assistants up to speed, but it required little effort, which is a tremendous relief.”

TONY WOODS

Head of Talent at Schmidt Futures, a global philanthropic organization founded by former Google CEO Eric Schmidt.

Some of Our People And Their Stories

PRIALTOAN GROWTH STORIES

The places you can go during and after your Prialto journey are limitless. Here are a few examples of growth stories from Prialtoans.

AIRHA - PA in Manila

“It is so rewarding and exciting to be helping U.S. executives with their businesses and lives. Members are so grateful for our service. That makes me happy.”

ABBY - Team Leader in Manila

“Being promoted to Team Leader has been a game- changer I always wanted a career path, but I didn’t know how to find one. Prialto is all about growth.”

JOSE - PA in Guatemala City

“I am studying to be a media producer. My Team Leader looks out for me. I was given a member that works at a media production company that creates sounds effects for filmmakers.”

NANCY - Team Captain in Guatemala City

“Everyone supports each other. There is a lot to learn. I’ve learned how to use tools that I didn’t know existed. And I’ve learned a lot of business skills by working with executives.”

BRET - Associate Director, Center Operations in Guatemala City

“I joke that working at Prialto is a free MBA. But the company actually paid for my real MBA degree. That’s the kind of support you get here.”

MELISSA - Former Engagement Manager in Manila and Portland

“I founded a startup that empowers managers to succeed and raised $6.9M! Prialto was my first formal management experience and I’m putting all that I learned to good use.”

“My work at Prialto helped me get my new job. I use a lot of what I learned at Prialto every day.”

MARIA - Former PA and now Procurement Manager for a Global Consulting Firm in Guatemala City

VIRGINIA - Former Engagement Manager in Portland

“I am the Senior Implementation Strategist, Enterprise, for Greenhouse, a recruiting and hiring SaaS startup. I learned so much about onboarding companies onto new systems and platforms at Prialto, this is a perfect next step.”

“I’m now an Operations Team Leader at a startup accelerator. I am here where I’m right now because Prialto made it possible.”

ABBY - former PA, Team Captain, and Team Leader in Manila

Core Offerings

“Now you know who we are So what do we do? Keep reading ahead To uncover more clues!”

Our Prialto service team supports executives by adding tremendous value in three areas:

ADMINISTRATIVE TASKS

ServiceNow found that executives spend 16 hours a week on administrative tasks—about the same amount of time we provide in a Prialto Unit. Prialto will give them that time back.

Tasks include:

• Calendar management—it takes 25 minutes to schedule a business meeting

• Email—executives spend three hours a day on email

• Travel and expenses—it takes six hours to plan a door-to-door business trip

SALES SUPPORT

According to the Center for Sales Strategy, salespeople spend just 30% of their time actually selling. Prialto can free sales teams to sell more and help business to grow faster

Tasks include:

• CRM management—salespeople spend 12.5 hours a week updating CRMs

• Prospecting and research—finding prospects takes eight hours per week

• Following up on leads—emailing and calling takes eight hours a week

BACK-OFFICE TASKS

The Association of Independent Professionals and the Self-Employed (IPSE) says that 28% of back-office tasks are routine, repeatable process, albeit extremely important. Prialto will provide critical support behind the scenes.

Tasks include:

• Invoicing and payment processing—executives spend 20-days a year pursuing overdue payments.

• Light bookkeeping—they spend 17 hours week updating and reconciling payments.

• File and data management—executives spend 3 hours a day moving information from one place to another.

>> You will help executives lead their businesses, grow sales, and complete crucial tasks like ensuring they get paid!

Core Values

“Prialto exists to expand your best; Bring a great attitude, and we’ll do the rest!”

success to each of us.

>> COILS is an acronym, and each letter represents a core value.

Commitment: Jump in with two feet! This is our “no toe-dipping” rule. Commitment is the act of fully engaging oneself. Give it your all. Put your entire self into it.

When two teammates were out sick Kimberly did all she could to fill in for them. She didn’t wait for anyone to ask her to help, she just jumped in and offered to help. She even stayed late to make sure all tasks were complete. She has been an immense help to the entire cohort, and we would not be able to offer the same service without her.

Ownership: Grab ahold of it! This is the state of being an owner. If you see a problem, it is yours to help resolve it. And every problem is an opportunity to contribute to making things better.

Brenda moved from the role of Productivity Assistant to Team Leader in less than a year. She embraced the challenge and stepped out of her comfort zone to lead her teammates.

Prialto’s core values (COILS) are key to our success—meaning all of us. When we deliver on our values, they link our members’

Integrity: Leave a positive wake! This is the state of being whole. As you move through your day, how might you and your actions compound behind you in the form of improved moments for others?

Leslie makes sure that as a Team Leader her PAs are never afraid to make mistakes. She helps them learn from mistakes and support one another.

Learning: Stay humble! Prialtoans have an insatiable thirst for continuous improvement. There are always new skills to acquire. There are always new insights to discover and deeper understandings to be had.

Jen loves learning new skills and that is her favorite part of being a PA. In the last few weeks, she reached out to Maria to see if she could join the training for one of her members even though it was not her member. She did the same with Susanna to learn how the team posts podcasts for its members. She even reached out to one of her members, who is a coach, to see if she could sit in on some coaching sessions so she could better understand what he does.

Service: Give relentlessly! Giving is the act of helpful activity, and it offers release from the burden of worrying about getting. When we focus on giving, we create growth opportunities for recipients and ourselves in surprisingly fantastic ways.

Jerwin regularly reaches out to new PAs when they seem tentative or hesitant about a task or a responsibility. He sees it as a way to give back to leaders that helped him when he was new.

COILS PATHS

We live and breathe COILS. The COILS path program is a way to recognize those among us who exemplify our core values. Living by our COILS makes Prialto a great place to work and also helps create the habits needed to provide the type of service that amplifies our members and ourselves.

Here’s how it works:

• Each month, employees nominate teammates that exemplify one of our core values with a specific example.

• Awards are announced at a monthly company-wide celebration.

• A COILS badge is placed on the winner’s Team Bio.

• Prialtoans who receive awards for all five COILS will be called COILS d’Elite

FOR EXAMPLE

Winners choose one of the following awards:

• 4x 1-hour breaks

• 1 Day PTO

• 1 late pass

• Lunch with all winners

Team Structure

“You’re never alone, you have a team for support; We hope you make friends within your cohort.”

At Prialto, you operate as a professional with autonomy, but you’re never alone!

When you join Prialto, you belong to a team that works together to amplify each other and our members. This team approach is different from traditional BPOs where most employees focus on individual goals. You are not alone, and you should never be afraid to ask for help!

SERVICE ROLES

A typical Prialto team includes the following roles:

• Productivity Assistant (PA) - Directly supports members.

• Senior Productivity Assistant (SPA) - Mentors new PAs.

• Team Captain (TC) - Manages a cohort of SPAs and PAs.

• Team Leader (TL) - The TC’s manger, Team Leaders manage four cohorts of TCs, PAs, and SPAs.

• Country Manager - The TL’s manager and your local HR resource.

• Training Managers - The initial instructors who set our teams up for success.

• Engagement Managers - Help to onboard members and ensure continuing member success.

ADDITIONAL HQ ROLES

Back in sunny (not very often) Portland, Oregon, the headquarters (HQ) is where more magic happens.

• The Executive Team keeps the organization’s wheels turning.

• The Sales and Marketing teams get new leads and new members so we can hire more PAs!

• The Finance Team keeps us on budget and ensures everyone gets paid.

Priamary contac t for new processes and systems

Coordinate service and member communication

Manager Team Leader Training Manager

Coordinates suppor t and focuses team

Suppor t staffing and training needs

Provide knowledge and resources to PAs Standby assistance

Engagement

Team Captain

Member Teammates

Prialto Perks

“The Prialto Pronus is the best ticket in town; A win for the team is a win all around!”

PRIALTO BONUS (PRONUS)

When Prialto succeeds, you succeed. When you succeed, Prialto succeeds.

The Pronus allows all of us to share in Prialto’s success. What that means for you is the potential for more pay every month! The Pronus target is set each year and quarter and rewards individuals and teams for success.

INDIVIDUAL PERKS Performance Bonus

You can also earn bonuses through your individual performance. Consult your manager to learn more about the Key Performance Indicators (KPIs) that influence your bonus.

Continuous Learning Program

Prialtoans love to learn, and we support that. Continuous learning improves our service and grows your skill set. You will always have opportunities to learn valuable skills like software (CRM, excel, etc.), English, soft skill development (leadership, time management), computer skills and more.

QUARTERLY AWARDS

But wait, there’s more. Every quarter we reward individuals and entire service teams for performance that enhances member service. Awards include a mix of funds for team activities, time off, badges, certificates, and more. Rewards include:

• I got your Back: rewards the individual and team with the most backup preparation points.

• Big Kahuna: given to PAs whose members referred to new members or add more units.

• All for One, One for All: rewards the team whose members added new units.

• Perfect Presence: given to PAs who come to work without fail. No lates, over-breaks, or idle time!

EMPLOYEE “AMPLIVACATION” PROGRAM

We hope you stay at Prialto for a long time. Every two years, we give employees in our service centers five extra days of paid time off (outside of the individual legal yearly PTO count) and a stipend to do whatever you want—check-off a bucket list experience, travel, learn, have a staycation. It’s up to you, with no strings attached! Our only requirement is that you provide us with a mini-report to share with your Prialto team, sharing what you did and the positive impact it had on you in terms of getting to rejuvenate.

Past Prialtoan amplivacations include. . .

Alex spent his Ampilvacation in a Caribbean resort in Mexico. During my stay there, I did several activities such as snorkeling and a lot of swimming, attended some night shows within the resort, saw some wild animals like monkeys and iguanas, went to the spa, and, since it was all-inclusive, ate a lot!

>> https://www.prialto.com/blog/how-and-why-to-push-your-employees-to-take-vacations

Marco spent a week in Thailand.

It was a very memorable experience! The fact that I traveled alone and visited some of the tourist destinations was awesome! I could not do anything but be in total awe and amazement with God’s creation seeing all the temples, Buddhas, and how they were built.

>> https://www.prialto.com/blog/want-work-life-balance-go-on-vacation

Marta spent her week in the stunning Guatemala resort town of Monterrico.

I can’t express enough how much I was able to rest. I needed to take a break badly and am so grateful to Prialto for giving me the opportunity to take additional paid time off to simply spend a lot of concentrated time with my mom, brother, and boyfriend...and my cats and dogs!”

>> https://www.prialto.com/blog/company-culture-examples-of-employee-advocacy

Code of Conduct

“This section needs no abstraction, Our code of conduct is how we put the COILS into action.”

CONDUCT

We are committed to a Prialto work environment in which every Prialtoan is respected and has the opportunity to be one’s best self, regardless of one’s background or identity. Our Code of Conduct is how we put our COILS values into action. We live and act in ways that respect all employees and members.

Live the COILS: Always and to the best of your abilities.

Open-Door Policy: Everyone in the company from the CEO to your co-workers (and you!) have an open door for questions and requests for help.

Care: We expect all Prialtoans to care about themselves, their members, their teammates and the company.

Ask for Help: It is your obligation to ask for help when needed to support yourself or your member.

L is for the value Learning have an insatiable thirst for continuous improvement. >> O is for the value Ownership If you see a problem, it is yours to help solve.

Learn from Mistakes

Mistakes are learning opportunities and not cause for guilt or share. All Prialtoans help, not blame, when mistakes happen. When mistakes happen, we look first for the root cause: What system has broken down or was never properly built? Was there a hiring mistake or training failure that needs to be addressed?

Only once we’ve found the root cause or determined that there was not systemic failure do we look at an individual’s issues. And, even then, we are a partner to that individual in addressing the issue and finding a resolution. All this means that Prialtoan’s should NEVER cover up a problem or a mistake.

DIVERSITY AND INCLUSION STATEMENT

Prialto is committed to abiding by any and all non-discrimination laws applicable in the jurisdictions from which we operate. But that is never enough.

Prialtoans strive to act in good faith and to assume good faith in another. We respect every individual’s right to associate with any identity group or not to identify with any particular group, as well as an individual’s right to change this association at any time.

As a knowledge-based workforce, we also recognize the need for open and free exchange.

That is where an assumption of good faith is essential. While Prialtoans are expected to always speak respectfully, they are not expected to read minds or be mindful of every person’s situation, personal or group history. We expect and welcome verbal mistakes, from time-to-time. These are never to be treated as “gotcha moments,” by any of the parties involved. Instead, we expect every Prialtoan to give one another the space to recover from such mistakes over time.

It is not Prialto’s job to prevent Prialtoan’s from ever hearing speech they find objectionable, either inside or outside of our workplace.

In your time at Prialto, you should expect that you will on occasion hear speech you find professionally or personally challenging. That is inevitable in a place that welcomes open and collaborative debate centered on finding the best ideas.

We are committed to a pro-human approach that values a diverse (on every reasonable dimension) workforce as a strength and an asset.

We expect that when confronting difficult speech, you can be curious instead of resentful. You should feel free to respectfully express your discomfort and you should expect curiosity and compassion from others in return. It is NOT okay to hide your discomfort and then, maintain resentment. You are expected to express yourself when you experience something emotionally hurtful, or you see or hear something you consider wrong. And Prialtoan’s are expected to be respectful towards you when you do this. Histrionics are not welcome at Prialto.

You are expected to deal directly with the person with whom you are experiencing this difficulty, to see if you and the other person(s) involved can work collaboratively to resolve without external involvement. If you are unable to solve speech issues as peers, you should involve your manager and avoid creating gossip or further difficulty by involving additional peers.

HANDLING DIFFICULT SPEECH

When confronting difficult speech, we expect Prialtoan’s to strive toward using the SHARP communication model:

PRO-HUMAN WORKPLACE

Here are other key expectations of Prialto’s pro human workplace:

1. Focuses on shared humanity

2. Has organizational unity when everyone understands each other, there can be unity even without uniformity

3. Recognizes that everyone’s story is unique

4. Respects distinct cultures, opinions, and beliefs even when we don’t agree

Inclusive dialogue

A means to implement the pro-human approach

• People want to feel heard

• Hear the other person, care for the other person as a human

• Mitigate any perception of threat (make your intentions/where you’re coming from known)

• Separate the person from the ideology (be anti-racism, not anti-racist)

What the pro-human approach is NOT

• Not for everyone to get their way every time or ever

• Not for everyone to agree

• Not everyone will be satisfied all the time or ever

Avoid dichotomous thinking (DT)

DT ignores nuance and complexity, promotes thinking in extremes, for example: right/wrong, bad/good, left/right, anti/pro, Republican/Democrat.

DT increases risk of group identities, which can cause:

• Flattening diminishing complexity by assigning labels

• Stereotyping creating an oversimplified, fixed image of a person

Become aware of cognitive bias

It’s unfair to hold people to standards without context of what they have going on/ who they are. Instead, be curious and wondering (and use the SHARP model of communication).

Orange Moments Toolkit

“When you see an opportunity and totally own it. That’s what we call an Orange Moment”

Orange Moments use Prialto’s signature color to foster a “culture of wow” that delivers memorable interactions and positive, long-lasting impressions on our members and their clients. Through this we build authentic human connection into our brand.

We want Prialto PAs to “wow” their members. An Orange Moment happens when Prialtoans deliver something extra to delight a member or forge a more human connection. Orange moments are spontaneous, non-repetitive, authentic, and delivered with meaning. You can start thinking about giving your member a “positive surprise” or gift as an orange moment after 3 months.

Orange Moment categories include:

Pull Work Forward: Thinking outside of the box to benefit your member.

Go Above and Beyond: To do more than simply completing the task at hand.

Positively Surprise: Surprise members with gift or gesture that has personal meaning or significance.

Create Meaningful Interactions: Connect with members in a personal way beyond formal job expectations.

Orange Moments are shared by the PA’s Engagement Manager for recognition on the Prialto online newsfeed.

Never forget: Orange Moments only work on a foundation of remarkably consistent service delivery. They are not for covering up mistakes or replacing good service. They are a personalized signature on top of great service.

GO ABOVE AND BEYOND ORANGE MOMENT

Garth had his PA Joy research how to have his family Covid tested before their return to the US in their upcoming trip to Puerto Vallarta. The hospital we called hung up on us when we spoke in English, so we got the help of Alex (another PA from the team) because of his fluency in Spanish. He got us the email for the testing process to complement the info Joy got from United Airlines, the US Embassy, and online research as well.

Sheila (another PA from the team) helped Joy look up antigen testing info and even referred her to a former Prialto employee, Kath. Excellent job on this research and thank you for such award-winning teamwork! This just shows that Joy went above and beyond the call of duty to make sure that she provides complete and correct information to her members.

POSITIVELY SURPRISE ORANGE MOMENT

Karin and her member, who is the most demanding member of all the company’s members, have really hit it off. Karin has been able to provide him with so much value that he has repeatedly expressed his gratitude for having her. In order to surprise him for Christmas and, knowing how much he loves scotch, she sent him a whiskey glass set. His reply came shortly after receiving it with: “Really appreciate it - very thoughtful of you! I will put the gift to great use :)”

GUIDES FOR SENDING THANKS TO A COLLEAGUE

We all thrive on recognition. Workers value recognition more than any other workplace benefit, even a raise. Be generous and specific when thanking a colleague for something they did for you.

New Message

To: Subject:

Thanks for filling in for me! Use the subject line to say what you are thankful for.

Good morning <first name>, I hope you are having a great day.

Start with a greeting.

Thank you so much for doing such a great job backing me up with <member name> while I was out. The report you created for him is super important and your work really showcases our value as a team.

Mention the specific action you admire or want to acknowledge and how it impacted you.

<Your Name >

Add a photo or emoji that will make them smile!

GUIDE FOR SENDING PRAISE TO A COLLEAGUE

Praise is different than gratitude. With praise, you are recognizing something someone did that was not directly for you but showed outstanding work.

New Message

To: Subject:

Great job filling in for Jane

Good morning <first name>, I hope you are having a great day. You did an awesome job backing up Jane with <member name> while she was out. The report you created for her is super important and your work really showcases our value as a team.

Mention the specific action you noticed and how it impacted the company.

<Your Name >

GUIDE FOR EXPRESSING PRAISE

Everyone loves recognition. You can thank members, teammates, managers, friends and family when act in ways that support your work and life.

Hey <first name>, I hope you are having a great day!

Mention the specific action you are praising them for and how it impacted you.

Thank you so much for teaching me about <task, problem, advice>. It really helped me... Your support means so much to me. I want you to know how much I appreciate you.

Resources

GET CONNECTED

You can follow Prialto, share posts, and add your stories on our social media sites. And always #amplifypeople! LinkedIn

https://www.linkedin.com/company/prialto/

https://www.facebook.com/Prialto.US

The Years Ahead

PRIALTO IS GROWING AND SO ARE YOU.

The years ahead will bring personal and professional breakthroughs for you and for Prialto. We will continue to accelerate our flywheel to amplify our velocity.

• We will grow our new service center in Nairobi

• Hold our first global offsite

• Add more mid-market and enterprise accounts

Together, we will build the foundation for even faster and more meaningful growth in the years ahead.

As always, the greatest opportunities for the future are the ones that we can’t yet even imagine. How will you contribute and grow? What new relationships might you develop? Who might you further amplify? What might unexpectedly amplify you?

Be Yourself + Be Excellent

“There’s no shortage of tasks and lots to do, All we ask is that you be the best You!”

PRIALTO IS NOT YOUR ENTIRE LIFE.

Part of what enables you to contribute to this community is all that you do outside of it. So go out there and be yourself. Enjoy every possible moment with your family. Spend priceless time with friends. Climb a mountain, go camping, listen to music, play with your team, volunteer in your community, read for fun, try unfamiliar food, meet a new person. And please bring all these experiences and yourself to Prialto. Your uniqueness is what helps make Prialto special for all of us.

BE EXCELLENT.

Live the COILS. Deliver consistently and then, add your unique signature to that delivery.

Be your authentic self and be excellent.

The Places You Will Grow

You’re off to great places!

Today is your day!

Your mountain is waiting.

So... get on your way!

Your journey should be long and deliberate. Success is a marathon and never a sprint. But it is also never something to wait for and instead is something for you to go get. The places you can go with Prialto and beyond Prialto depend largely on you. Your growth mindset. Your initiative. You’ll have all the support you need but your brain and your feet set your direction.

Among the perils in Oh the Places You’ll Go is “the waiting place.”

“You can get so confused that you start into race down long wiggled roads at a break-necking pace and grind on for miles a wild weirdish space, headed, I fear, toward a most useless place. The Waiting Place...

For people just waiting. Waiting for a train to go or a bus to come, or a plane to go or the mail to come, or the rain to go or the phone to ring, or the snow to snow or waiting around for a Yes or No, or waiting for their hair to grow. Everyone is just waiting.”

Waiting is stagnant. This does not mean that if you are uncertain or confused you should act without thought. Ask for help. A team is one thing the character in the book doesn’t have! You do. That’s what your fellow PAs, TCs, TLs, and EMs are here for. Together we can make our work and our lives better.

Don’t wait to admit a mistake. Don’t wait to say, “I don’t know.” Don’t wait to solve a problem that isn’t yours. Most of all, don’t wait to do the right thing. If you don’t know what the right thing is, ask for help. It is, virtually, right next to you!

You will face obstacles. We will overcome them together.