Maximizing employee productivity: How understanding human behaviour is key for effective leadership

Every auto care business runs on people. Behind every wrench turned, invoice sent, or part ordered is a human being with emotions, motivations, and reactions—whether they are aware of them or not. When leaders take the time to understand what drives these behaviours, they unlock better communication, reduce friction during change, and fuel productivity on the shop floor and in the back office. 

Understanding the biological and psychological roots of human behaviour is not just academic—it is practical. It helps leaders in the auto care industry navigate real-world challenges like resistance to new tools, staff turnover, and performance dips. And in an industry that is constantly evolving—whether from technology, regulations, or customer expectations—those insights can make the difference between surviving and thriving. 

The science behind behaviour 

Human behaviour is influenced by several interconnected forces: biological, psychological, social, and environmental. These forces shape how your team responds to stress, change, and motivation. From unconscious habits to visible emotional reactions, these patterns are deeply wired from thousands of years of human evolution. 

Our ancestors survived by cooperating in tribes, learning to navigate threats together. The same brain chemistry that kept them alive still governs how we operate today—whether we are hunting prey or fixing a suspension system. Understanding these drivers helps us see that workplace behaviour is rarely personal; it is often a chemical reaction to perceived safety or threat. 

What happens in the brain: A quick overview 

Our brains rely on chemical messengers that shape how we feel and act: 

• Endorphins act as natural painkillers. They help us push through physical work—think of a mechanic powering through a long day of heavy manual labour. 

• Dopamine is the “achievement chemical” that fuels motivation, goal setting, and reward-seeking behaviour. It is why completing a job or earning positive customer feedback feels so good. 

• Serotonin and Oxytocin help build trust, loyalty, and connection—critical for teamwork, leadership, and customer relations. 

• Cortisol, on the other hand, is the stress hormone. When unmanaged, it triggers emotional outbursts, forgetfulness, and poor decision-making. 

Why people resist change 

Resistance to change is a normal biological response. The brain sees change as a threat to safety, triggering cortisol and activating fight, flight, or freeze responses. On the shop floor, or in the boardroom, this might show up as skepticism toward new processes, avoidance, or dragging one’s feet on adaptation. Understanding this is the first step to managing it. 

Tips for leaders: How to support your team 

To support teams through change, leaders in the auto care industry can apply several practical strategies grounded in behavioural science.  

• Communicate clearly and early: Instead of just giving instructions, leaders should explain why changes are happening. When employees see how changes make their work easier, safer, or more efficient, it reduces resistance and encourages acceptance. 

• Create a safe, trusting environment: Fostering a safe, trusting environment takes time and consistent, everyday actions. Simple gestures, like handshakes or informal meetings, trigger oxytocin, strengthening connection, belonging, and team resilience. 

• Involve team members in decisions and problem-solving: Involving employees in decisions gives them ownership, lowering resistance. People embrace change when they feel part of the solution, not just passive recipients. 

• Offer support and training: Change is stressful, especially when staff feel unprepared. Providing resources, coaching, and learning time builds competence, confidence, and reduces resistance. 

Small changes, big difference 

Motivation is not something leaders impose on their teams—it is something they cultivate by creating the right conditions. By understanding the brain’s natural systems, auto care leaders can build stronger teams, reduce stress, and foster environments where productivity and motivation flow naturally. 

Change is a constant in the auto care industry. But when leaders understand human behaviour, they turn that change from a threat into an opportunity—and their teams into resilient, high-performing groups. 

This blog has been based on the presentation The human element: Harnessing the power of human nature to drive better team productivity, by Claudia Morgillo, PCC, CPC, ELI-MP, certified professional performance coach and leadership development trainer at Energy Elevation Coaching, at CCIF Toronto during the 2025 Canadian Auto Care Industry Conference.